Operations Program Support - Supervisor II

Title: Operations Program Support - Supervisor 2

Location: US NY - Rochester

Job Description:

Full time

job requisition id

JR25-000323

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve. 

This role is based in New York State, and employees are expected to work in a hybrid/onsite capacity at one of our designated offices.

Role Overview 

The Ops Program Support Supervisor 2 is responsible for overseeing the day-to-day operations of the Program Support and Outreach Specialist team, ensuring that high standards of customer service are met. This role involves managing a team of Ops Program Support Supervisor, providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Ops Program Support Supervisor 2 plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals. 

 

• Team Supervision: Oversee a team of Ops Program Support Supervisor, providing guidance, coaching, and feedback to ensure high levels of performance of the Sups team. 
• Performance Management: Monitor and evaluate team performance against KPIs (Key Performance Indicators) and service standards. Conduct regular performance reviews and provide constructive feedback. 
• Team Leadership & Staff Engagement: Responsible for conducting regular one-on-one check-ins with staff and leading team meetings to provide guidance, monitor progress, and foster team alignment with organizational goals
• Process Ownership & SOP Development: Responsible for developing, documenting, and maintaining Standard Operating Procedures (SOPs) to memorialize team processes, taking full ownership of their accuracy and ensuring timely updates as workflows evolve. All SOPs are to be submitted to the manager for review, finalization, and formal approval.
• Cross-Functional Collaboration & Training Facilitation: Leads cross-functional team meetings to deliver training, share operational updates, and ensure alignment across departments on key processes and initiatives
• Training Development & Departmental Collaboration: Collaborates with the manager to develop internal department training materials and actively participates in department-wide meetings to support alignment, knowledge sharing, and continuous improvement.
• Staff Engagement & Team Culture Development: Collaborates with the manager to promote staff engagement through team-building initiatives, recognition efforts, and fostering a positive and inclusive work environment.
• Client Support: Handle escalated customer inquiries, concerns, or complaints, ensuring timely and effective resolutions while maintaining high customer satisfaction. 
• Training & Development: Assist in onboarding and training new team members and ensure ongoing development through regular coaching and skills training. 
• Process Improvement: Identify opportunities to improve customer service processes, workflows, and tools. Collaborate with the team to implement changes that increase efficiency and client satisfaction. 
• Quality Assurance: Ensure that all customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations. 
• Scheduling & Coordination: Assist in managing staff scheduling and coordinate coverage to ensure uninterrupted operational support, including adjusting shifts, managing time-off requests, and responding to real-time staffing needs.
• Reporting: Generate regular reports on team performance, customer feedback, and key metrics. Use data to identify trends and provide insights to the Manager, Ops Program Support. 
• Collaboration: Work closely with other departments (e.g., Operations, Enrollment, Compliance) to address client needs and improve the overall client experience. 
• Client Advocacy: Advocate for clients, ensuring their needs are understood and appropriately addressed by the team. 

 

Required Skills:

• Leadership Skills: Proven ability to lead, motivate, and coach a team to deliver exceptional customer service. 
• Problem-Solving: Strong ability to handle complex customer issues, providing effective and efficient resolutions. 
• Communication Skills: Excellent verbal and written communication skills with the ability to interact professionally with clients and team members. 
• Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment. 
• Customer-Centric Focus: A passion for delivering exceptional service and ensuring client satisfaction. 
• Compliance Knowledge: Understanding of industry regulations and best practices related customer service in healthcare or home care services is a plus. 
• Technical Skills: Comfort with CRM systems, scheduling tools, and other customer service technologies.

Education:

High school diploma or equivalent required; associate or bachelor’s degree preferred.

Experience:

2+ years of experience in customer service or client support, with at least 1 year in a supervisory or leadership role.

Compensation: $30.00 - $38.50/Hour ($62,400 - $80,080 + 10% Bonus)

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!