Operations Program - Supervisor

Position: Operations Program Support - Supervisor 1
Location: City of Rochester

Operations Program Support - Supervisor 1 page is loaded## Operations Program Support - Supervisor 1remote type:
Hybrid locations:
US NY - Albany:
US NY - Rochester:
US NY Remote:
US NY - NYCtime type:
Full time posted on:
Posted 6 Days Agojob requisition :
JR25-000322

It's fun to work in a company where people truly BELIEVE in what they're doing!
* We're committed to bringing passion and customer focus to the business.
* Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025.

We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions.

Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve.

Learn more about PPL and CDPAP at
** This role is based in New York State, and employees are expected to work in a hybrid/onsite capacity at one of our designated offices.**##
** Role Overview
** The Ops Program Support Supervisor is responsible for overseeing the day-to-day operations of the Program Support and Outreach Specialist team, ensuring that high standards of customer service are met. This role involves managing a team of Program Support and Outreach specialists providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment. The Ops Program Support Supervisor plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals.
* ** Team Supervision:
** Oversee a team of Program Support and Outreach Specialist, providing guidance, coaching, and feedback to ensure high levels of performance and quality of service.
* ** Performance Management:
** Monitor and evaluate team performance against KPIs (Key Performance Indicators) and service standards. Conduct regular performance reviews and provide constructive feedback.
* ** Team Leadership & Staff Engagement:
** Responsible for conducting regular one-on-one check-ins with staff and leading team meetings to provide guidance, monitor progress, and foster team alignment with organizational goals
* ** Client Support:
** Handle escalated customer inquiries, concerns, or complaints, ensuring timely and effective resolutions while maintaining high customer satisfaction.
* ** Training & Development:
** Assist in onboarding and training new team members and ensure ongoing development through regular coaching and skills training.
* ** Process Improvement:
** Identify opportunities to improve customer service processes, workflows, and tools. Collaborate with the team to implement changes that increase efficiency and client satisfaction.
* ** Quality Assurance:
** Ensure that all customer interactions meet company standards for quality, professionalism, and compliance with policies and regulations
* ** Scheduling & Coordination:
** Assist in managing staff scheduling and coordinate coverage to ensure uninterrupted operational support, including adjusting shifts, managing time-off requests, and responding to real-time staffing needs.
* ** Reporting:
** Generate regular reports on team performance, customer feedback, and key metrics. Use data to identify trends and provide insights to the Manager, Ops Program Support.
* *
* Collaboration:

** Work closely with other departments (e.g., Operations,…