Headquarters: Tualatin, OR
URL: https://www.netvendor.com/
About the Job
We're looking for a manager to own the performance of our Document Processing team and lead the Processing Supervisors who run it day to day. This is a leader-of-leaders role: you'll set operating standards and KPIs, develop your Supervisors into stronger people managers, and drive the efficiency, quality, and retention gains that let the function scale with the business. If you think in systems, lead through others, and measure what matters, this role is for you.
This role requires on-site work at our Tualatin, Oregon office during initial training, after which the position is eligible for remote work. The ideal candidate will have experience managing a remote team distributed across multiple time zones.
Responsibilities
Leadership & Team Development
Lead and develop a team of Processing Supervisors, setting clear expectations and cascading department goals to their frontline teams
Coach Supervisors through regular one-on-ones, performance reviews, and development plans that build their leadership capability
Own staffing strategy, capacity planning, and workload balancing across shifts and queues, holding Supervisors accountable for day-to-day execution
Drive engagement and retention through succession planning, career pathing, and recognition — reducing turnover in a high-volume processing environment
Set the culture for the department — collaborative, accountable, and customer-focused. Partner with HR on employee relations and performance management escalations
Operational Strategy & Efficiency
Set and continually monitor service level targets and operating standards for the department, and hold Supervisors accountable to them
Own the efficiency roadmap for the function — redesign workflows, eliminate rework, and evaluate automation and tooling opportunities to increase throughput per employee without sacrificing accuracy
Performance, Metrics & Reporting
Define the KPI framework for the department — throughput, accuracy, turnaround time, cost per document — and the reporting cadence behind it
Analyze trends across queues, response times, and productivity to forecast volume and reallocate capacity ahead of demand
Process & Compliance
Own the department's SOP library and control environment, ensuring adherence to company policy and client compliance standards
Keep documentation and process controls audit-ready for internal and client reviews
Sponsor implementation of new tools, systems, and procedures — from business case through Supervisor and team adoption
Partner cross-functionally with Product, Support, and Client Success to fix upstream causes of processing volume and exceptions
Additional responsibilities as assigned
Qualifications
What You Bring
Proven ability to lead through others — experience managing supervisors or team leads, not only individual contributors
Analytical and data-driven — comfortable building KPI frameworks, reading operational data, and making staffing and process decisions from it
A track record of measurably improving efficiency, quality, or retention in a high-volume operation
Change management skills — able to roll out new tools and processes and win adoption at both the Supervisor and frontline level
Insurance, compliance, or credentialing domain knowledge is a plus
Strong written and verbal communication, including presenting performance and recommendations to senior leadership
Requirements
Bachelor's degree or equivalent professional experience
5+ years in document processing, operations, or a shared-services environment, including 2+ years managing people leaders
NetVendor Benefits Package
Medical, dental, and vision insurance
HSA, FSA, and DCFSA
Long- and short-term disability insurance
Company-paid standard life insurance
Generous paid time off policy
Paid holidays: 7 per year + 1 floating holiday
Maternity Leave
401(k) with company match
Employee Assistance Program
To apply: https://weworkremotely.com/remote-jobs/netvendor-document-processor-manager