Supervisor 1, Operations Program Support

Public Partnerships; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Public Partnerships LLC (PPL) seeks an Ops Program Support Supervisor to oversee the day-to-day operations of the Program Support and Outreach Specialist team in New York. You will coach staff, resolve complex client concerns, and ensure service standards align with company goals.

You will supervise, train, and schedule staff, monitor KPIs, and collaborate with Operations, Registration, and Compliance to improve the client experience and outcomes for CDPAP participants.

Qualifications

• Leadership and coaching of a service team to deliver high-quality customer support.
• Ability to manage complex client concerns with timely resolutions.
• Strong communication and organizational skills in a fast-paced healthcare/home care setting.
• Understanding of industry regulations related to patient services.

Responsibilities

• Oversee a team of Program Support and Outreach Specialists with coaching and feedback.
• Monitor KPIs and conduct regular performance reviews.
• Lead staff meetings and one-on-one check-ins to align with goals.
• Handle escalated inquiries and ensure client satisfaction.
• Assist in onboarding and ongoing training for new hires.
• Identify process improvements to boost efficiency and client outcomes.
• Ensure quality and compliance in client interactions.
• Assist with staff scheduling and coverage coordination.
• Generate reports on performance and trends for management.

Skills

Leadership

Problem-Solving

Communication

Organizational Skills

Customer-Centric Focus

Compliance Knowledge

Technical Skills

Education

High School Diploma or equivalent

Associate or Bachelor’s degree preferred

Tools

CRM systems

Scheduling tools

Job description

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.

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap

Duties & Responsibilities:

Role Overview

The Ops Program Support Supervisor 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 Program Support and Outreach specialists providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Ops Program Support Supervisor 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 Program Support and Outreach Specialist, providing guidance, coaching, and feedback to ensure high levels of performance and quality of service.
• 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
• 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, Registration, 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.

Qualifications:

• Education: High school diploma or equivalent required; associate or bachelor's degree preferred.
• Experience: 2+ years of experience in cus