Document Processor Manager

Job description

About NetVendor NetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust. 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. 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 NetVendor is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where everyone can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy or related conditions, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.