Supervisor, Product Services & Management (VIVO Pharmacy)

Job Description

Supervise a technical support team, providing leadership, technical guidance, and strategic direction to ensure efficient resolution of application issues and exceptional customer service.

Job Responsibility

• Promotes Product Services & Management department goals by selecting, motivating, and training capable team members.
• Leads the activities of assigned Product Services & Management team members by communicating and providing guidance toward achieving department objectives.
• Utilizes current technology to gather, store, disseminate, and analyze information to ultimately make strategic decisions.
• Uses quantitative and qualitative data from internal and external data sources to produce dashboards, metrics, or insights and identify trends or anomalies.
• Collaborates with development teams to design business intelligence solutions.
• Implements initiatives to minimize external threats or competition and capitalize on opportunity markets.
• Is involved in the strategic planning process; presents insights to other levels of the leadership on matters of competitiveness and provides recommendations for future modes of action.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions

Preferred Skills

• Deep understanding of mobile and web applications
• Strong analytical and problem-solving skills, advanced troubleshooting skills
• Familiarity with APIs and understanding of networking concepts (TCP/IP, DNS, firewalls)
• Knowledge of various operating systems (iOS, Android, Windows, macOS)
• Knowledge of various devices (smartphones, tablets, desktops)
• Experience using ticketing systems
• Proven ability to manage and motivate a team
• Ability to balance and prioritize multiple tasks
• Experience managing technical incidents
• Ability to establish KPIs and monitor team performance
• Ability to develop and implement policies and procedures
• Excellent written and verbal communication skills
• Ability to make timely and informed decisions
• Strong commitment to providing excellent customer service
• Ability to adapt to changing technology and business needs
• Experience with HIPAA regulations
• Familiarity with retail, specialty and/or PBM pharmacy workflows and prescription fulfillment
• Proven track record of achieving business objectives
• Ability to work independently and as part of a team in a fast-paced environment
• Understanding of the SDLC, including Agile methodologies
  

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 6-8 years industry experience in technical support preferred
• 2-5 years' experience in leadership and information technology require

Travel requirements
May require travel for business needs

Working arrangements
May require on call after hours support

The position will provide flexible shift options, each lasting 8 hours, within the hours of 7 AM to 7 PM. Variable shifts may encompass, but are not restricted to, the following: Monday through Friday, weekends, and holidays as needed.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).