Ops Program Support Supervisor - Lead Customer-Centric Team

Pplfirst; New York (NY); On-site; USD 70,000 - 75,000; Full time

Job summary

PPL, a leader in consumer-directed care through CDPAP initiatives, seeks an Ops Program Support Supervisor to oversee a talented team delivering top-tier customer service in New York. You will guide performance, coach staff, and collaborate across departments to ensure client satisfaction and program success.

Ideal candidates bring strong leadership, 2+ years in customer support with at least 1 year in supervision, and familiarity with healthcare service compliance.

Qualifications

• Minimum 2+ years in customer service or client support.
• At least 1 year in a supervisory or leadership role.
• Strong leadership and communication abilities.
• Bachelor’s degree preferred or higher when applicable.

Responsibilities

• Oversee a team of Program Support and Outreach Specialists.
• Monitor KPIs and conduct performance reviews.
• Coach and develop staff through regular 1:1s and team meetings.
• Handle escalated client inquiries, concerns, or complaints.
• Coordinate with Operations, Registration, and Compliance to improve client experience.

Skills

Leadership Skills

Problem-Solving

Communication Skills

Organizational Skills

Customer-Centric Focus

Compliance Knowledge

Technical Skills

Education

High School Diploma

Associate or Bachelor's Degree Preferred

Tools

CRM Systems

Scheduling Tools

Job description

PPL, a leader in consumer-directed care through CDPAP initiatives, seeks an Ops Program Support Supervisor to oversee a talented team delivering top-tier customer service in New York. You will guide performance, coach staff, and collaborate across departments to ensure client satisfaction and program success.

Ideal candidates bring strong leadership, 2+ years in customer support with at least 1 year in supervision, and familiarity with healthcare service compliance.