Supervisor I, Customer Support/Operations

LexisNexis Risk Solutions; Alpharetta (GA); Hybrid; USD 59,000 - 99,000; Full time

Benefits offered by this job

Country-specific benefits

Accommodation support

Job summary

LexisNexis Risk Solutions is seeking a Supervisor I, Customer Support/Operations in Alpharetta, GA. The role oversees daily operations, ensures policy compliance, and leads a team to meet performance goals while balancing hands-on oversight.

This hybrid position requires regular in-office attendance to support operations and customer outcomes. The candidate will supervise, coach, and develop staff; monitor workflows; publish metrics; handle escalations; and drive continuous improvement in

Qualifications

• Proven ability to supervise and coach teams to meet performance goals.
• Experience conducting feedback sessions and evaluating performance.
• Capability to foster a collaborative work environment.
• Ability to identify training needs and coordinate development programs.
• Strong focus on quality control and compliance.

Responsibilities

• Oversee daily workflows and ensure timely task completion.
• Review and publish production metrics and reports.
• Resolve escalated issues and maintain SLAs.
• Manage resource allocation and scheduling for productivity.
• Ensure adherence to policies and procedures.
• Implement and maintain quality control processes.
• Ensure compliance with regulatory requirements and internal policies.
• Drive continuous improvement via audits and process changes.
• Support succession planning and cross-functional projects.
• Address customer concerns and maintain satisfaction.
• Track KPIs and present updates to leadership.

Skills

Team leadership

Performance management

Coaching

Operations management

Quality assurance

Process improvement

Stakeholder communication

Job description

Supervisor I, Customer Support/Operations

About the Business LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance organization, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About the Role

Responsible for overseeing daily operations, ensuring compliance with company policies and procedures, and managing team performance to achieve organizational objectives. This role requires balancing leadership responsibilities with hands-on operational oversight. It is a hybrid position that requires regular in-office attendance throughout the month, based on business needs.

Team Leadership & Development

• Supervise and coach team members to achieve performance goals.
• Conduct regular feedback sessions and performance evaluations.
• Foster a positive and collaborative work environment.
• Identify training needs and coordinate skill development programs.

Operational Management

• Monitor daily workflows and ensure timely completion of tasks.
• Review and publish production metrics and reports.
• Resolve escalated issues and maintain service level agreements.
• Manage resource allocation and scheduling to optimize productivity.
• Oversee adherence to operational policies and procedures.

Compliance & Quality Assurance

• Implement and maintain quality control processes.
• Ensure adherence to regulatory requirements and internal policies.
• Conduct audits and drive continuous improvement initiatives.
• Maintain accurate documentation for compliance, reporting, and employee coaching and feedback purposes.

Strategic Support

• Contribute to process improvement and operational planning.
• Support succession planning and employee development programs.
• Collaborate with leadership to align team goals with organizational objectives.
• Participate in cross-functional projects and initiatives.

Customer & Stakeholder Engagement

• Address customer concerns escalated beyond frontline teams.
• Ensure high levels of customer satisfaction through timely resolution.
• Communicate effectively with internal and external stakeholders.

Performance Monitoring & Reporting

• Track KPIs and prepare performance dashboards for leadership.
• Analyze trends and recommend corrective actions.
• Present operational updates during team and leadership meetings.

U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.