Supervisor, Supply Sales

GROW WITH US:  

Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

 

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control  -IQ+ technology — an advanced predictive algorithm that automates insulin delivery.

But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at https://www.tandemdiabetes.com/

 

WHEN & WHERE YOU’LL WORK:

This position is fully remote and open to candidates within the United States.  Equipment for the role will be provided and training will occur virtually. 

 

A DAY IN THE LIFE:

Responsible for the overall operations of the Supply Sales team. Supports a strong partnership between the external patients and inbound representatives.  Oversees hiring, training, and coaching of Supply Sales. Analyzes operational processes and training to identify opportunities for service delivery improvements; implements identified improvements.

 

Supervisor, Supply Sales at Tandem are also responsible for:

• Leading and supporting a team that processes supply orders, insurance verifications, and distributor referrals with a focus on accuracy and timeliness.
• Coaching, mentoring, and developing team members through regular 1:1s, performance reviews, and scorecard feedback to foster growth and retention.
• Handling complex customer escalations and partnering cross-functionally with Sales, Distributors, HCPs, and internal teams to ensure an exceptional customer experience.
• Collaborating with Workforce Management to oversee scheduling, monitor queues in real-time via Genesys, and ensure SLA adherence.
• Analyzing call and escalation trends and working with Quality, Training, and other teams to improve processes, scripting, and service delivery.
• Driving continuous improvement through SOP development, workflow enhancements, and participation in strategic initiatives.
• Ensuring compliance with HIPAA, documentation protocols, and regulatory requirements to maintain operational and audit readiness.
• Supporting onboarding and ongoing training efforts in collaboration with the Training team and experienced team members.
• Managing team resource planning, including PTO approvals, scheduling adjustments, and daily coverage to meet business needs.
• Acting as a point of contact for distributor and insurance-related projects, resolving high-impact issues and supporting broader departmental goals.

 

WHAT YOU’LL NEED:

• Bachelor’s Degree in medical technology, biological science, bioengineering or related field or equivalent combination of education and applicable job experience.
• 3+ years of medical device, insurance reimbursement or related industry experience.
• 1-2 years lead or supervisory experience in a customer sales support department, preferably medical device affiliated.
• Experience working in a HIPAA regulated environment.
• Experience with Customer Service reporting systems, including CRM software.

 

EXTRA AWESOME:

• Experience in the medical device or DME insurance industry; knowledge of diabetes management is a plus.
• Proven ability to manage escalated customer issues with professionalism, empathy, and timely resolution.
• Skilled in coaching, training, and developing team members—comfortable giving feedback, handling difficult conversations, and resolving employee issues.
• Builds strong, collaborative relationships across internal teams and external partners, including Sales and Distributors.
• Comfortable using data, KPIs, and call trends to guide decisions, improve performance, and drive results.
• Process-oriented and proactive, with a strong focus on continuous improvement and operational efficiency.
• Adaptable and change-positive—sees transformation as an opportunity and leads others through it.
• Strong written and verbal communicator with the ability to clearly present updates, lead me