HMI Performance Incentives is a leading full-service performance improvement company focusing on channel loyalty initiatives, sales/customer incentives, employee recognition programs and group travel. Since 1980, HMI has combined powerhouse solutions with personal service to develop successful incentive strategies for companies that increase sales, market share, loyalty and profits. Based in Norwood, MA HMI provides client services in over 80 countries worldwide.



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Group Travel

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Operations Coordinator – Incentive Operations – Apply Here


This is an exciting opportunity for a high energy self-starter. We are looking to grow our department. The successful applicant will be responsible for maintaining client, vendor and customer relations and performing a variety of administrative tasks. The ideal candidate will have experience working in a busy office environment where multi-tasking and prioritizing are required. Those with experience in an office administration role are encouraged to apply.

Job Description.

The Operations Coordinator is someone who is passionate about making customers happy. They provide information to clients and participants in response to program inquiries about products and services. The associate also performs administrative duties to support Program and Operational Management teams in their daily business practices.

  • Work collaboratively with team members and cross-functional groups to run the operation of the programs.
  • Maintain a productive relationship with customers via email, phone, online chat and in person visits to ensure satisfaction and reaffirm the benefits of HMI’s solutions and services.
  • Become an expert in the OnDemand platform and drive adoption of existing and new features among customer accounts through consistent training and education.
  • Professionally handle incoming requests through phone, email and online chat and ensure issues are resolved both promptly and thoroughly. Research and resolve complex issues in a timely manner.
  • Efficiently gather participant information and fulfill participant needs as well as educate the customer where applicable to prevent the need for future contacts and document interactions where needed.
  • Maintain a balance between HMI policy and participant benefit in decision making. Handle issues in the best interest of both participant, Client and HMI.
  • Understand, investigate and solve any complex customer requests or complaints, particularly when multiple departments or teams are required.
  • Provide quality service and support in a variety of areas including, but not limited to: marketing, quality assurance, billing, fulfillment, and system troubleshooting.
  • Act as the customer advocate internally, providing valuable customer platform feedback to our Program and Product Management and IT Development teams.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the client and participant experience.
  • Become a subject matter expert in Company’s Award product offering.
  • Project/Initiate support as needed by various management teams.
  • Own the happiness and retention for a group of new and existing program participants.

Job Requirements

  • 2+ years of experience in a customer service and administrative role
  • Strong use of MS Office Suite (Outlook, Word, Excel & PowerPoint)
  • Ability to demonstrate expert knowledge and proficiency with general administrative functions (telephone, email etiquette, reporting)
  • Ability to represent HMI in a friendly, professional manner, both internally and externally
  • Must be a self-starter, able to work independently, a good problem solver and willing to be proactive to address issues
  • Attention to detail and thinking systematically are critical to success and required
  • Excellent communication/interpersonal skills, self-motivation, reliability, and professional demeanor a must
  • Ability to effectively schedule time to accomplish set daily, weekly and monthly position requirements


Software Development

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