Supervisor, Indexing Operations

MRO Corporation•,

6d•$48,000 - $69,000

About The Position

The Supervisor, Indexing Operations directly manages the onshore team of Indexing Quality Specialists who review and correct software-suggested indexing fields. The role provides operational oversight for onshore and GCC indexing operations, ensuring consistent quality, productivity, service-level performance, and client outcomes. It manages day-to-day performance, coaching, and scheduling for the onshore team while overseeing GCC performance and partnering with GCC leadership on accountability and continuous improvement. The Supervisor serves as the primary operational liaison between the client and delivery teams, communicating performance results, operational updates, risks, and improvement opportunities. Success requires leading by example, maintaining a positive and accountable team environment, and holding the onshore team to quality standards that support client satisfaction. MRO employees work at client facilities throughout the United States. The company describes its work environment as outstanding and offers eligible employees a benefits package that may include medical, dental, vision, and life insurance, as well as a 401(k) plan. The stated pay range is USD $48,000–$69,000 per year; individual pay may vary based on factors including skills, qualifications, experience, geographic location, and internal equity.

Requirements

High school diploma or equivalent required.
Prior experience supervising hourly or production staff, ideally in a QA or document review environment.
Comfort with metrics-driven performance management is required.
Familiarity with HIPAA/PHI handling expectations.
Strong analytical and reporting skills, including the ability to interpret operational performance metrics and develop action plans.
Demonstrated ability to influence cross-functional teams and partners without direct authority.
Experience performing or leading indexing, document classification, document review, data validation, medical record review, or other production-based quality review functions.
Demonstrated understanding of indexing workflows, quality controls, productivity management, exception handling, and accuracy standards.

Nice To Haves

College degree, preferably with a concentration in statistics, accounting, or a similar discipline.
Experience partnering with or overseeing remote or distributed teams.
Experience managing vendor, offshore, or global delivery operations.
Experience in client-facing operations, account support, or service delivery leadership.

Responsibilities

Manage daily performance, attendance, and productivity of onshore Indexing Quality Specialists.
Monitor queue volume and throughput, and escalate capacity issues to the Business Line Manager.
Partner with the QA Lead on quality calibration and individual coaching plans.
Conduct one-on-ones, performance reviews, and coaching or corrective action as needed.
Provide operational oversight of GCC indexing performance, including quality, productivity, service levels, and adherence to established workflows.
Review GCC performance metrics and trends, identify areas for improvement, and drive accountability through established governance and escalation processes.
Coordinate with GCC leadership on staffing, workflow management, escalation handling, training, and shift coverage needs.
Report performance and quality metrics to the Business Line Manager.
Serve as the primary client-facing operational contact for indexing services, participating in client discussions, status reviews, performance reporting, and issue resolution.
Prepare and communicate service-line performance metrics, quality results, operational risks, and improvement initiatives to internal leadership and clients.
Own operational follow-up and action planning related to client feedback, escalations, and service-level commitments.
Monitor end-to-end indexing performance across delivery teams and recommend process improvements to increase quality, efficiency, and client satisfaction.
Support service-line growth initiatives, operational readiness activities, and implementation of new client requirements as needed.
Lead by example and foster a positive, accountable team environment that supports consistent quality for the client.
Perform other duties as assigned.