Operations Team Lead, Order Management

Sky Mavis; Memphis (TN); Hybrid; USD 90,000 - 130,000; Full time

Job summary

EVERSANA, a leading healthcare services provider, seeks a People Leader to drive an Order Management team, ensuring excellent client service and adherence to SLAs. You will coach and develop staff, onboard new members, and partner with cross-functional teams to streamline workflows.

You will lead process improvements, monitor KPIs, and maintain strong communication with clients and senior leadership. The role requires a strategic mindset and a collaborative leadership style across healthcare

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 4+ years of customer service experience within the healthcare or pharmaceutical industry, with a demonstrated ability to drive team performance and client satisfaction.
• Minimum of 2 year of supervisory experience, preferably in a high-volume, fast-paced environment such as a call center.
• Proven ability to interpret and apply business insights from industry publications, regulatory guidelines, and technical documentation.
• Strong analytical skills with the ability to interpret data, identify trends, and make informed decisions.
• Demonstrated problem-solving capabilities, including the ability to assess complex situations and implement effective solutions.
• Ability to lead both independently and collaboratively, fostering a high-performance team culture.
• Collaborative leadership style with a focus on cross-functional alignment and shared success.
• Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.
• Consistently presents a polished, professional image and models executive presence.
• Strong customer-centric mindset with a commitment to service excellence.
• Highly organized with the ability to manage multiple priorities and deadlines effectively.
• Dependable and accountable, with a track record of delivering results.
• Proficient in managing administrative workflows and optimizing operational processes.
• Deep understanding of customer service principles and best practices.
• Positive, energetic leadership presence that inspires and motivates teams.
• Skilled communicator who fosters clarity, alignment, and trust.
• High integrity and ethical standards; lead by example and builds credibility through actions.

Responsibilities

• Lead, coach, and develop a high-performing Order Support team, providing regular feedback, performance evaluations, and career development opportunities.
• Foster a culture of accountability, continuous learning, and collaboration.
• Ensure new team members are effectively onboarded and trained across all relevant systems and processes.
• Oversee daily operations of order management and client communications to ensure accuracy, timeliness, and compliance with SLAs.
• Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.
• Serve as the point of escalation for complex client or customer issues and ensure timely resolution.
• Partner with leadership to identify, recommend, and implement process improvements that enhance productivity, quality, and client satisfaction.
• Utilize metrics and KPIs to monitor team performance, drive improvements, and report progress to senior leadership.
• Lead initiatives to document, standardize, and optimize workflows, including SOPs and work instructions.
• Act as a liaison between Order Management/Customer Service and cross-functional teams to support onboarding and daily execution.
• Participate in strategic planning and special projects to support departmental and organizational goals.
• Ensure a positive client experience through consistent service delivery, proactive communication, and timely issue resolution.
• Represent Order Management in client calls or meetings as needed to address updates or performance discussions.
• Maintain adherence to internal controls, data accuracy standards, and regulatory compliance related to order processing and client communications.
• Monitor system and process integrity, ensuring pricing, credits, and order entry are executed without errors or delays.
• Model inclusive behaviors and create an equitable environment where all team members feel valued and empowered.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and managing bias.
• Support hands-on execution of operational tasks during peak periods or resource gaps.
• All other duties as assigned.

Education

Bachelor’s degree or equivalent

Job description

EVERSANA, a leading healthcare services provider, seeks a People Leader to drive an Order Management team, ensuring excellent client service and adherence to SLAs. You will coach and develop staff, onboard new members, and partner with cross-functional teams to streamline workflows.

You will lead process improvements, monitor KPIs, and maintain strong communication with clients and senior leadership. The role requires a strategic mindset and a collaborative leadership style across healthcare