Supervisor, Operations

The Role:

The Supervisor, Operations supports frontline operational execution within a branch, office, or defined local market providing non-clinical care services to individuals with intellectual and developmental disabilities (IDD). This role focuses on ensuring consistent execution of day-to-day workflows, customer service responsiveness, call center performance, and timely resolution of service escalations.

The Supervisor provides day-to-day workflow oversight, coaching, and operational direction to Customer Service Coordinators while partnering with the Manager or Sr. Manager, Operations on performance and development needs. This role is designed as a development pathway toward the Manager, Operations position.

Primary Responsibilities

• Oversee daily branch operations and customer service workflows, ensuring follow-up activities, service requests, and operational priorities are completed consistently and on time.
• Monitor call center performance and queue activity, including call volume, answer rate, speed-to-answer, abandonment rate, handle time, and escalations, adjusting team priorities to maintain service levels.
• Serve as the primary escalation resource for complex caregiver, family, and service-related concerns, coordinating with internal partners to identify root causes and drive timely resolution.
• Provide day-to-day workflow oversight, training, and coaching to Customer Service Coordinators, reinforcing service standards, call handling expectations, productivity, and escalation protocols.
• Monitor operational performance, unresolved requests, recurring service issues, and branch-level risks, identifying trends and recommending workflow or service improvements to the Manager or Sr. Manager, Operations.

This is a hybrid position, coming into the Fullerton office up to 3x per week. 

Work Schedule: Business hours are 8:00 a.m. to 6:00 p.m. Pacific Time. Depending on the position and business needs, employees may be required to work any scheduled shift within these operating hours.

What You Bring to the Table:

Qualifications

• Experience managing team members is required
• Associate’s degree required; Bachelor’s degree preferred.
• 2+ years of operations, staffing, scheduling, customer service, or care delivery experience required; 3–5+ years preferred.
• Experience supporting or leading day-to-day operations within a branch, office, or local market strongly preferred.
• Prior lead, senior coordinator, or supervisory experience preferred.
• Experience in healthcare, home care, disability services, staffing, or a similar service-delivery environment preferred.

Skills

• Customer service and call center operations
• Workflow, queue, and operational coordination
• Escalation resolution and problem solving
• Staff training, coaching, and accountability
• Performance monitoring, reporting, and communication