Supervisor - Program Management

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Supervisor - Program Management based in the United States. The Supervisor – Program Management will oversee daily program operations and lead a team of employees supporting pharmaceutical services and patient access programs. This role combines people management, operational coordination, and performance monitoring to ensure services meet contractual obligations, quality standards, and client expectations. You will work closely with program managers to establish workflows, improve processes, and maintain compliance with program-specific procedures. The position offers opportunities to coach employees, resolve complex cases, and drive operational efficiencies in a healthcare-focused environment. You will also contribute to hiring, training, performance evaluation, and the development of team members. Working collaboratively with internal stakeholders and potentially external clients, you will help deliver reliable, patient-centered services. This is a remote opportunity requiring flexibility, strong leadership, and a commitment to continuous improvement.

Responsibilities

• Oversee daily program activities in accordance with contractual scopes of work, established standard operating procedures, program guidelines, and approved budgets; ensure operational tasks are completed efficiently and in compliance with applicable requirements.
• Supervise and coordinate the work of approximately 1–20 direct reports; establish priorities, assign responsibilities, monitor productivity, and collaborate with program managers to ensure team objectives and deadlines are met.
• Develop and monitor program metrics, service-level agreements (SLAs), quality indicators, and operational performance measures; identify performance gaps, recommend improvements, and ensure employees adhere to quality, service, and program standards.
• Participate in recruitment, interviewing, employee evaluations, onboarding, and ongoing training; coach team members, support professional development, and track compliance with required procedures and performance expectations.
• Develop and update training materials, project-specific procedures, and workflow documentation; translate operational decisions into clear processes and implement improvements that enhance efficiency, consistency, and service quality.
• Investigate and resolve complex cases, escalated concerns, and unresolved operational issues; conduct detailed research, determine appropriate solutions, and identify situations requiring exceptions to standard procedures.
• Coordinate with program managers, other supervisors, and internal departments to align operational priorities and resolve issues; support presentations of program information to internal and external stakeholders as needed.
• Conduct monthly team meetings, prepare agendas and minutes, communicate program updates, and establish clear goals and expectations; participate actively in virtual and in-person meetings and business events.
• Enforce program guidelines and project-specific procedures, maintain appropriate documentation, and ensure daily activities remain aligned with contractual commitments and organizational policies.
• Travel as required, support changing business needs, and perform other duties assigned by management.

Requirements

• Associate or bachelor's degree in a relevant discipline, or equivalent professional experience.
• Five or more years of relevant experience in pharmacy benefit management, specialty pharmacy, or patient support and access services, preferably within a hub services environment.
• At least three years of experience in pharmacy and/or medical benefit verification, prior authorizations, and/or appeals.
• Demonstrated customer service experience, with call center experience considered an advantage.

Skills

• Proven ability to supervise employees, establish priorities, manage performance, resolve challenges, and develop