Supervisor, Program Management

• Job Family:
  Customer Service & Engagement

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies.

Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.

We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

THE POSITION:
The Supervisor is responsible for the day to day operations for a team of employees including hiring, planning and directing workflow, scheduling as per program needs, performance management and team development. The Supervisor guarantees compliance with key performance indicators and contractual obligations ensuring high levels of customer and client satisfaction. Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our people leaders are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Setting clear direction, effective plans and measurable outcomes
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
• Engaging employees to maximize their discretionary effort
• Developing a pipeline of excellent talent to fill future business needs
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

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:

• Supervise a team, promote a team environment and ensure that high quality standards are met in accordance with organization’s policies and procedures and applicable laws
• Oversee resolution of employee issues, evaluate, and coach performance
• Monitor key performance indicators to ensure compliance with client contract and customer satisfaction.

EXPECTIONS OF THE JOB:

• Manage day to day operations of the team
• Ensure Onboarding and training team members on all departmental policies and procedures
• Identify and execute cross training opportunities
• Schedule staff in accordance with program business needs and available site tools
• Coach and develop direct reports which would include team huddles, and 1:1
• Serve as a point of escalation for any customer complaints that require higher level of expertise
• Interface with clients regarding operational performance as per program set up/needs
• Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
• Promote and implement effective teamwork within all levels and areas of the organization
• Adapt to a fast paced, dynamic environment, maintain confidential information, make independent decisions and meet deadlines
• Act as a backup for the team

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and/or sit for long period of time (up to 90%). Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp;…