Operations Specialist - DSSI Supplier

Position Summary:   

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.  

In the Operations Specialist - DSSI Suppliers position, you will play a key role in managing daily supplier operations on the DSSI platform. You will take ownership of critical supplier issues, resolving transactional exceptions with urgency and accuracy. Acting as the primary liaison for assigned suppliers, you will ensure seamless integration, maintain precise documentation, and drive supplier satisfaction. Additionally, you will support customers and suppliers with transaction management, invoicing, and issue resolution through multiple communication channels. Your ability to troubleshoot, collaborate, and leverage AI-driven technology will be essential in enhancing the overall supplier experience. 

Skills Needed: 

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights. 

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action. 

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals. 

• Applies AI and Technology - Identifies opportunities to boost efficiency and add value using AI and tech. Embraces and applies digital innovations and tech solutions to build business. Eagerly learns and integrates new technologies where they matter most. 

What You’ll Do and Impact:  

• Deliver high-quality support to internal and external customers and suppliers, ensuring timely and accurate issue resolution. 

• Manage incoming supplier requests via ticketing systems, phone, and email, meeting service level agreements while leveraging AI-driven tools for efficiency. 

• Review and resolve transactional exceptions using automated tools while maintaining compliance with operational standards. 

• Utilize AI tools to gather and analyze supplier interaction data, ensuring accurate documentation and proactive issue resolution. 

• Identify and implement AI-driven process improvements to enhance customer and supplier satisfaction by streamlining resolution times. 

• Oversee key accounts, providing timely updates and cross-training with AI tools to ensure seamless backup support. 

• Handle Partner escalations with urgency, using AI tools to facilitate quick response and effective communication with leadership. 

• Develop and deliver training for new Partners on DSSI teams, tasks, and systems, incorporating AI tools for enhanced learning and adoption. 

Experience: 

• 5+ years of customer support experience. 

• Strong technical aptitude with a deep understanding of AI applications. 

• Proven ability to work with urgency while maintaining composure in high-stakes situations. 

• Experience in supply chain management, with proficiency in AI-driven tools and processes. 

• Availability for occasional off-hours, on-call support, and in-person training for the first 90-180 days. 

Additional Items of Interest: 

• Associate’s or Bachelor’s degree in technology or related field, with a focus on AI applications 

• Experience with AI-enhanced ticketing software such as Zendesk 

• Experience in maintaining large databases and handling extensive data with AI tools 

• Business process improvement experience, particularly with AI applications