Supervisor, Service Operations
About The Position
We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Policy Holder Services Supervisor is responsible for leading a team of Policy Holder Services representatives to deliver accurate, timely, and high‑quality service to policyholders. This role focuses on day‑to‑day people leadership, service quality oversight, compliance, and performance management while fostering a customer‑first culture. The Supervisor acts as a coach and subject matter leader, ensuring service standards are met and continuous improvement initiatives are executed effectively.
Requirements
- 1–3+ years of experience in policy administration, customer service, or related operational roles.
- 1+ years experience in a lead or supervisory capacity managing hybrid and remote employees.
- Strong knowledge of customer service operations, quality monitoring, and performance management.
- Must be able to work Hybrid schedule, Tuesday-Thursday in Franklin, TN. office
Nice To Haves
- Proven coaching and people-leadership abilities
- Strong communication, problem-solving, and decision-making skills
- Ability to analyze performance metrics and drive process improvements
- Demonstrated attention to detail and commitment to compliance and accuracy
- Ability to adapt to changing workloads, priorities, and business needs
Responsibilities
- Leading a team of Policy Holder Services representatives to deliver accurate, timely, and high-quality service to policyholders.
- Focusing on day-to-day people leadership, service quality oversight, compliance, and performance management.
- Fostering a customer-first culture.
- Acting as a coach and subject matter leader.
- Ensuring service standards are met and continuous improvement initiatives are executed effectively.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
