[Hiring] Supervisor - Program Management @United Biosource Corporation

Role Description

The Supervisor – Program Management is responsible for managing the day-to-day activity of the program(s) and supervises a team of employees. Position may be client facing. Works with the Program Manager to develop policies, procedures, and the business work plan for the program. This position performs hiring, scheduling, training, and development of direct reports. Recognizes, recommends, and implements operational improvement.

• Manage daily activities per the scope of work, program, and standard operating procedures within the contracted budget.
• Ability to understand and actively enforce program guidelines and project specific procedures (PSPs).
• Manage day-to-day activity of the program operation, including supervision of staff.
• Assist in developing program metrics and identifying efficiencies.
• Monitor program metrics to ensure adherence to program SLAs.
• Resolve complex cases.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
• Create new and/or update training materials and PSPs as needed.
• Translate decisions and discussions into documented workflow processes.
• Develop current employees and track their compliance to quality, service, and program standards.
• Conduct, at minimum, monthly team meetings with meeting agendas and minutes.
• Assist with presentation of program information to internal and external customers.
• Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution.
• Coordinate with manager(s) to set goals and expectations for the team to ensure task completion.
• Other duties as assigned.
• Ability to travel as needed.
• Actively participates in in-person and virtual meetings/events (internal and external).

Qualifications

• Associate or Bachelor’s degree in relevant discipline or equivalent work experience.
• 1-4 years relevant experience.
• Customer service experience required.
• Call center experience preferred.
• Strong computer skills with specific aptitude in Microsoft Office.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to lead and develop a successful team required.
• Ability to work a flexible schedule.

Benefits

• Remote opportunities.
• Competitive salaries.
• Growth opportunities for promotion.
• 401K with company match.
• Tuition reimbursement (after 90 days of employment).
• Flexible work environment.
• Discretionary PTO (Paid Time Off).
• Paid Holidays.
• Employee assistance programs.
• Medical, Dental, and vision coverage.
• HSA/FSA.
• Telemedicine (Virtual doctor appointments).
• Wellness program.
• Adoption assistance.
• Short term disability (after 90 days of employment).
• Long term disability.
• Life insurance.
• Discount programs.