Overview
As a Category Operations Specialist, you will play a key role in driving efficient and scalable product categories within the commercialization function. This position serves as the central point of contact for contractor installations and product inquiries. You will focus on making the delivery experience smoother for internal teams and customers, coordinate cross-functional activities to support timely product delivery, and provide operational support to the Category Management team. The role emphasizes process improvement, training, and strong collaboration to enhance commercial effectiveness and customer satisfaction.
Responsibilities & Qualifications
Coordinate Contractor Installations
- Own end to end product availability and on time delivery for hospital installations. Track product through the entire supply chain and proactively expedite & prioritize to meet customer commitments and ensure a successful installation.
- Coordinate installations with key stakeholders: sales, service, fulfillment, supplier, and contractor.
- In collaboration with procurement and category leadership, build out contractor optimization plans and supplier strategy, with a focus on maintaining or improving service levels, while ensuring competitive costs and scalability.
- Track and report installation KPIs
- Focus on continual process improvements
Category Support & Product Process Improvement
- Act as the first line of defense for all category questions received through the centralized inbox. Serve as the initial escalation point for any category questions: triage, resolve what you can, and loop in the right internal experts when needed.
- Drive standardization and lead time improvements through ordering oversight.
- Proactively identify ways to make ordering smoother and easier: suggest process improvements, simplify forms/workflows, and reduce errors or back-and-forth.
- Develop and deliver training for new hires (Sales, Service, and other teams) on how to use ordering tools and forms correctly; create and maintain online training resources (videos, guides, FAQs) as needed.
Analytics & Continuous Improvement
- Perform light analytical work, including running reports, pulling basic metrics, and preparing insights to support category strategy and decision-making.
- Identify broader process improvement opportunities within assigned categories and help implement solutions.
Cross-Functional Coordination & Project Support
- Support the Director of Category Management with administrative functions and special projects, including updating and maintaining the product library (layout, new documents, organization).
- Collaborate with Sales, Service, and other commercial teams to resolve issues and maintain strong alignment throughout the product lifecycle.
Key Competencies
- Excellent Communication Skills: Communicates clearly and professionally in both written (guides, training materials, emails) and verbal forms across all levels of the organization.
- Proactive Problem-Solving: Quickly identifies issues (order errors, delays, process friction) and takes initiative to resolve or escalate them efficiently.
- Detail Orientation with Process Improvement Orientation : Pays close attention to accuracy while continuously looking for ways to simplify workflows, reduce errors, and make processes easier.
- Organizational and Prioritization Skills : Manages multiple priorities, triages inquiries effectively, and keeps projects on track with minimal supervision.
- Analytical and Data-Driven Approach : Comfortable pulling basic reports, spotting trends, and turning insights into practical recommendations.
- Growth Mindset and Adaptability: Eager to learn, receptive to coaching, and flexible in a dynamic commercialization environment.
- Strong Cross-Functional Collaboration: Builds effective working relationships with Sales, Service, Procurement, Fulfillment, Suppliers, and Contractors to drive alignment and results.
Qualifications
- 3–5 years of experience in sales support, customer success, project coordination, operations, or a similar role.
- Strong knowledge of order processing, cross-functional coordination, and customer-facing support.
- Excellent organizational skills with the ability to manage multiple priorities, triage inquiries, and drive tasks to completion with minimal supervision.
- Proficiency in Microsoft Office Suite (especially Excel and PowerBI for basic reporting and analysis) and a willingness to quickly learn internal systems, ERP tools, or ordering platforms.
- Clear written and verbal communication skills, with the ability to explain processes and train others effectively.
Preferred Experience
- Experience or familiarity with the laundry industry (e.g., laundry, environmental, dietary, or facility services).
- Familiarity with infection prevention standards and healthcare compliance (e.g., Joint Commission).
- Experience using CRM tools such as Salesforce.
Key Performance Indicators (KPIs)
- Install Success Rate
- Lead Time Rates
- Category Growth
Compensation - $80,000-$90,000 plus 10% bonus
Company Values & Benefits
Why Join ImageFIRST?
At ImageFIRST, we value our associates and are committed to providing a safe, inclusive, and engaging workplace. We’re not just offering a job—we’re offering a purpose. Join a company where your work supports the people who care for others. As the largest national provider of healthcare laundry and linen rental services, we’re growing fast and looking for talented sales professionals to help expand our impact. ImageFIRST offers stability and long-term opportunities within the healthcare industry—one of the most resilient and consistently growing sectors.
