Virtual Order Support (VOSS) Supervisor

About the role

Solventum is hiring a Virtual Order Support (VOSS) Supervisor to lead a national team of Virtual Order Support Specialists. The team ensures continuity of order execution, customer experience and operational performance during approved sales coverage gaps. The role is hybrid eligible, with onsite presence in Belén, Heredia required.

Key responsibilities

• Lead the national VOSS team and manage its operating cadence, workforce planning, workload balancing, capacity assessment, coverage governance and accountability mechanisms.
• Use productivity, quality, utilization, fulfillment, customer impact and capacity data to monitor performance, identify risks, coach team members and drive operational improvements.
• Partner with Sales, Clinical, Customer Experience, Revenue Cycle, Order Operations and leadership stakeholders to align priorities, resolve barriers, manage escalations and support business outcomes.
• Develop and maintain scalable processes, team readiness practices, reporting routines and continuous improvement initiatives.

Required profile

• Either a high school diploma or advanced English C1, or a bachelor's degree or higher plus six years of healthcare operations experience (healthcare operations, clinical operations, customer operations, revenue cycle, care coordination, medical device operations, home care, post-acute care or related).
• Or a high school diploma/GED plus ten years of equivalent healthcare operational experience.
• Three years of people leadership experience, including performance management, coaching, employee development, workload management and operational accountability.
• Experience leading customer-facing, patient-impacting or revenue-impacting healthcare workflows in a high-volume environment.
• Experience using operational metrics, productivity reporting, quality indicators and performance analytics to drive improvement.
• Experience leading cross-functional initiatives with Sales, Clinical, Customer Service, Operations, Revenue Cycle or healthcare delivery stakeholders.
• Strong business judgment, escalation management, written communication and presentation skills.
• Legally authorized to work in the country of employment without sponsorship; relocation assistance is not authorized.

Required skills

• Operational metrics, productivity reporting, quality indicators and performance analytics
• Workforce planning and reporting routines
• Process improvement, project management, Lean, Six Sigma or healthcare operations certification (additional)