Supervisor, Operations

The Role:

The Supervisor, Operations supports frontline operational execution within a branch, office, or defined local market providing non-clinical care services to individuals with intellectual and developmental disabilities (IDD). This role oversees daily workflows, customer service operations, call center performance, and case escalations to ensure a consistent, high-quality experience for clients and caregivers. Working closely with the Manager or Senior Manager, Operations, the Supervisor provides day-to-day coaching and workflow direction while serving as a key resource for operational excellence and continuous improvement.

Primary Responsibilities

Oversee daily branch operations by monitoring workflows, resolving service issues, and ensuring customer service standards and follow-up activities are completed effectively.
Monitor call center performance, manage queue activity, track key service metrics, and recommend improvements to enhance responsiveness and customer satisfaction.
Serve as the primary escalation resource for complex client, caregiver, and service issues, partnering with cross-functional teams to drive timely resolution and improve operational outcomes.
Provide day-to-day coaching, training, and workflow oversight to Customer Service Coordinators, reinforcing service standards and supporting team development.
Identify operational trends, workflow improvements, and process efficiencies while partnering with leadership to implement solutions that support branch performance.

This is a hybrid position, coming into the Los Angeles office 3x per week.

Work Schedule: Business hours are 8:00 a.m. to 6:00 p.m. Pacific Time. Depending on the position and business needs, employees may be required to work any scheduled shift within these operating hours.

What You Bring to the Table:

Qualifications

Associate’s degree required; bachelor’s degree preferred.
2+ years of operations, customer service, staffing, scheduling, or care delivery experience; experience in healthcare, home care, disability services, or a similar service environment preferred.
Previous lead, senior coordinator, or supervisory experience preferred.
Proficiency with Microsoft Office; experience with CRM, scheduling, or EVV systems preferred.
Strong communication, organizational, and problem-solving skills; bilingual Spanish is a plus.
Skills

Customer service
Team leadership
Workflow coordination
Call center operations
Problem-solving
Communication
Organization
Coaching