Operations Supervisor - 2nd Shift Distribution at EVERSANA — Memphis, TN

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership & Development

• Lead, coach, and develop a high-performing Order Support team, providing regular feedback, performance evaluations, and career development opportunities.
• Foster a culture of accountability, continuous learning, and collaboration.
• Ensure new team members are effectively onboarded and trained across all relevant systems and processes.

Operational Oversight & Issue Resolution

• Oversee daily operations of order management and client communications to ensure accuracy, timeliness, and compliance with service level agreements (SLAs).
• Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.
• Serve as the point of escalation for complex client or customer issues and ensure timely resolution.

Process Improvement & Efficiency

• Partner with leadership to identify, recommend, and implement process improvements that enhance productivity, quality, and client satisfaction.
• Utilize metrics and KPIs to monitor team performance, drive operational improvements, and report progress to senior leadership.
• Lead initiatives to document, standardize, and optimize workflows, including SOPs and work instructions.

Cross-Functional Collaboration

• Act as a liaison between Order Management/Customer Service and cross-functional teams including Supply Chain, Warehouse Operations, Finance, and Client Services to support seamless client onboarding and daily execution/escalations.
• Participate in strategic planning and special projects to support departmental and organizational goals.

Client Relationship Management

• Ensure a positive client experience through consistent service delivery, proactive communication, and timely issue resolution.
• Represent Order Management in client calls or meetings as needed to address operational updates or performance discussions.

Compliance, Quality, and Risk Mitigation

• Maintain adherence to internal controls, data accuracy standards, and regulatory compliance related to order processing and client communications.
• Monitor system and process integrity, ensuring pricing, credits, and order entry are executed without errors or delays.

Diversity, Equity, and Inclusion

• Model inclusive behaviors and create an equitable environment where all team members feel valued and empowered.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Additional Responsibilities

• Support hands-on execution of operational tasks during peak periods or resource gaps.
• All other duties as assigned

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Execute the goals established by the business and department to ensure client delight.
• Effectively delegate tasks, responsibility, and accountability to teams to ensure execution is performed to a standard of excellence.
• Lead their team and improve the quality of the departments work product.
• Assess and determine appropriate personnel and structure to accomplish necessary day-to-day functions.
• Interview, select, and supervise the activities of the department staff within the confines of stated business goals and company policies & procedures.

• Bachelor’s degree or equivalent combination of education and experience.
• 4+ years of customer service experience within the healthcare or pharmaceutical industry, with a demonstrated ability to drive team performance and client satisfaction.
• Minimum of 2 year of supervisory experience, preferably in a high-volume, fast-paced environment such as a call center.
• Proven ability to interpret and apply business insights from industry publications, regulatory guidelines, and technical documentation.
• Strong analytical skills with the ability to interpret data, identify trends, and make informed decisions.
• Demonstrated problem-solving capabilities, including the ability to assess complex situations and implement effective solutions.
• Ability to lead both independently and collaboratively, fostering a high-performance team culture.
• Collaborative leadership style with a focus on cross-functional alignment and shared success.
• Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.
• Consistently presents a polished, professional image and models executive presence.
• Strong customer-centric mindset with a commitment to service excellence.
• Highly organized with the ability to manage multiple priorities and deadlines effectively.
• Dependable and accountable, with a track record of delivering results.
• Proficient in managing administrative workflows and optimizing operational processes.
• Deep understanding of customer service principles and best practices.
• Positive, energetic leadership presence that inspires and motivates teams.
• Skilled communicator who fosters clarity, alignment, and trust.
• High integrity and ethical standards; lead by example and builds credibility through actions.

Take Action I am empowered and hold myself accountable.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

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