Supervisor, Policy

Inmar Intelligence•Winston-Salem, NC

1d•Onsite

About The Position

Under the supervision of the Policy Manager, Rx Returns, the Policy Supervisor is responsible for supporting and executing Return Goods Policy (RGP) activities and ensuring the Policy Representative team performs timely, accurate policy collection, documentation, setup, and maintenance. This role provides day-to-day supervision including coaching, training, workflow prioritization, quality review, and performance feedback for Policy Representatives. As a key member of the Returns team, you will collaborate with internal partners such as Sales, Account Management, Product, Regulatory, and Operations to ensure policy-related work is completed with accuracy, consistency, and service excellence. You will support training and continuing education initiatives, contribute to process improvements, and participate in system enhancements and testing activities that improve policy efficiency and quality.

Requirements

Three or more years of work experience, including at least one year in a lead or supervisory capacity; and a Bachelor’s degree from a four-year college or university; OR an equivalent combination of training and experience
Ability to professionally communicate, both written and verbally including email interaction with clients
Customer centric focused
Strong interpersonal and communication skills and the ability to work effectively with a diverse group
Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments
Ability to gather data, compile information, and prepare reports using our reporting tools
Ability to foster a cooperative work environment
Ability to encourage employee development and performance management skills
Ability to work in a fast-paced, rapidly changing environment, self-direct and prioritize among competing goals, and to work both independently and collaboratively
Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
Analytical & Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
Vision & Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global environment.
Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic thinking tools and skills.
Collaboration: Works collaboratively with others to achieve group goals and objectives.
Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.
Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.

Responsibilities

Support and execute the training strategy and continuing education plan for Policy Representatives
Maintain working knowledge of state regulations and how they impact business processes
Support collection strategy to obtain Return Policies from contracted and non-contracted entities annually
Identify and recommend opportunities to streamline and automate manual processes
Build and maintain positive relationships with internal business partners to support policy objectives
Provide daily oversight of Policy Representatives’ workload, prioritization, and adherence to deadlines
Coach, mentor, and develop associates; address performance concerns when necessary
Support interviewing, selection, onboarding, and training of new team members in partnership with leadership and HR
Ensure SOPs are followed and escalate gaps or needed updates to leadership
Ensure policy-related requests and projects are assigned, tracked, and completed by mutually agreed deadlines
Ensure the team is updating and resolving SalesForce cases accurately and timely
Support quality control activities to ensure accuracy of policy setups and maintenance
Participate in User Acceptance Testing, including executing test cases and providing feedback on system enhancements
Partner with Product and Operations to identify defects, gaps, and usability improvements impacting policy work
Promote standardization and consistency in policy documentation and system entry
Lead team huddles and contribute updates to leadership meetings as needed
Foster teamwork, accountability, and a client-focused mindset across the Policy Representative team
Reinforce expectations for productivity, accuracy, professionalism, and service
Model effective communication and problem-solving; escalate risks and barriers appropriately
Additional responsibilities as determined in partnership with supervisor and organizational needs