Manager, Order Processing Operations

The Massachusetts Medical Society (MMS) is the statewide professional association for physicians and medical students, supporting 25,000 members. We are dedicated to educating and advocating for the physicians of Massachusetts and patients locally and nationally. A leadership voice in health care, the MMS contributes physician and patient perspectives to influence health-related legislation at the state and federal levels, works in support of public health, provides expert advice on physician practice management, and addresses issues of physician well-being. Under the auspices of NEJM Group, the MMS extends our mission globally by advancing medical knowledge from research to patient care through the New England Journal of Medicine, NEJM Evidence, NEJM AI, NEJM Catalyst, NEJM Journal Watch, and through our accredited and comprehensive continuing medical education programs.

The world has changed, and so has the way we work. The MMS has adopted a flexible work model that allows most employees to choose where they work - at home, onsite in our Waltham office, or a combination of the two - based on their preferences and our business needs. Because what matters is the work we do, not where we do it.

The Manager, Order Processing Operations oversees the end-to-end order processing of NEJM Group products and services, Continuing Medical Education (CME) programs, and other Massachusetts Medical Society offerings. This role is responsible for ensuring the accuracy and integrity of customer data and compliance with financial reporting standards. They serve as a subject matter expert on the fulfillment system (currently Advantage) and identify opportunities to improve workflow or system efficiency. The Manager, Order Processing Operations provides day-to-day supervision of the order processing team, fostering a positive, engaged, and collaborative team environment.

* Manage order processing for NEJM Group products and services, Continuing Medical Education (CME) programs, and other MMS offerings. Oversee the processing of new and renewal subscriptions for individuals and site licenses. Maintain the integrity of subscription data, including customer demographics, subscription preferences, financial attributes, and addresses.

* Provide daily supervision of the order processing team, fostering a positive and collaborative work environment. Set performance objectives and service level agreements, conduct regular performance check-ins and annual evaluations, and offer ongoing coaching and support.

* Serve as a subject matter expert on the fulfillment system. Stay up to date on industry best practices and recommend improvements to better utilize system features and functionality for optimal efficiency.

* Collaborate with finance to ensure order processing complies with all financial reporting and auditing requirements.

* Maintain deep expertise in all order processing workflows and proactively identify opportunities to improve efficiency across operations and upstream activities.

* Support the team in troubleshooting and resolving order upload or entry issues, coordinating with technical teams as needed to ensure timely resolution.

* Leverage working knowledge of the software development lifecycle to advocate for team and customer needs during development and planning sessions.

* Define user requirements and actively participate in the development, testing, and implementation of all department technology.

* Develop and maintain standard operating procedures and training material.

* Represent the Order Processing function on all interdepartmental committees requiring processing support. Work directly with various levels of leadership across the organization to present recommendations and findings.

* Work closely with the Customer Success team leads to coordinate issue resolution and project participation.

* Promote visibility into team performance by contributing key metrics to departmental executive dashboards.

* Performs other duties as assigned.

* Bachelor's degree and 5 + years of experience in order processing operations, preferably within the subscription-based industry.

* 2 + years of experience directly supervising an order processing team.

* Expert knowledge of Advantage (current fulfillment system) is highly preferred. Prior experience with CRM platforms such as Zendesk is a plus.

* Excellent communication, interpersonal, and collaboration skills. Strong organizational skills and strict attention to detail are also essential.

* Proven ability to influence and implement change effectively.

* Working knowledge of the software development life cycle is preferred.

* Must be able to work independently in a team-oriented, multi-project environment.

* Excellent analytical and problem-solving skills.

Our generous benefits offerings include: 3 weeks of paid vacation, 6 personal days, 12 sick days, 13 paid holidays, medical and dental plans, 401(k) plans with company match, back-up childcare assistance, tuition assistance and more!

The MMS has earned praise as one of the Top Places to Work in Massachusetts by The Boston Globe for the past 15 years in a row! The Globe surveys employees regarding their opinions about company leadership, benefits, ethics, values and culture, and recognizes those companies who receive high marks from their employees.