Supervisor, Policy

Position Summary: 

Under the supervision of the Policy Manager, Rx Returns, the Policy Supervisor is responsible for supporting and executing Return Goods Policy (RGP) activities and ensuring the Policy Representative team performs timely, accurate policy collection, documentation, setup, and maintenance. This role provides day-to-day supervision including coaching, training, workflow prioritization, quality review, and performance feedback for Policy Representatives.

As a key member of the Returns team, you will collaborate with internal partners such as Sales, Account Management, Product, Regulatory, and Operations to ensure policy-related work is completed with accuracy, consistency, and service excellence. You will support training and continuing education initiatives, contribute to process improvements, and participate in system enhancements and testing activities that improve policy efficiency and quality.

Key Responsibilities

Strategic (25%)

• Support and execute the training strategy and continuing education plan for Policy Representatives

• Maintain working knowledge of state regulations and how they impact business processes

• Support collection strategy to obtain Return Policies from contracted and non-contracted entities annually

• Identify and recommend opportunities to streamline and automate manual processes

• Build and maintain positive relationships with internal business partners to support policy objectives

Operational (25%)

• Provide daily oversight of Policy Representatives’ workload, prioritization, and adherence to deadlines

• Coach, mentor, and develop associates; address performance concerns when necessary

• Support interviewing, selection, onboarding, and training of new team members in partnership with leadership and HR

• Ensure SOPs are followed and escalate gaps or needed updates to leadership

• Ensure policy-related requests and projects are assigned, tracked, and completed by mutually agreed deadlines

• Ensure the team is updating and resolving SalesForce cases accurately and timely

Technical (25%)

• Support quality control activities to ensure accuracy of policy setups and maintenance

• Participate in User Acceptance Testing, including executing test cases and providing feedback on system enhancements

• Partner with Product and Operations to identify defects, gaps, and usability improvements impacting policy work

• Promote standardization and consistency in policy documentation and system entry

Leadership (25%)

• Lead team huddles and contribute updates to leadership meetings as needed

• Foster teamwork, accountability, and a client-focused mindset across the Policy Representative team

• Reinforce expectations for productivity, accuracy, professionalism, and service

• Model effective communication and problem-solving; escalate risks and barriers appropriately

• Additional responsibilities as determined in partnership with supervisor and organizational needs

Required Qualifications: 

• Three or more years of work experience, including at least one year in a lead or supervisory capacity; and a Bachelor’s degree from a four-year college or university; OR an equivalent combination of training and experience

• Ability to professionally communicate, both written and verbally including email interaction with clients

• Customer centric focused

• Strong interpersonal and communication skills and the ability to work effectively with a diverse group

• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments

• Ability to gather data, compile information, and prepare reports using our reporting tools

• Ability to foster a cooperative work environment

• Ability to encourage employee development and performance management skills

• Ability to work in a fast-paced, rapidly changing environment, self-direct and prioritize among competing goals, and to work both independently and collaboratively