Supervisor, Service Operations

Policy Holder Services Supervisor

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Policy Holder Services Supervisor is responsible for leading a team of Policy Holder Services representatives to deliver accurate, timely, and high-quality service to policyholders. This role focuses on day-to-day people leadership, service quality oversight, compliance, and performance management while fostering a customer-first culture. The Supervisor acts as a coach and subject matter leader, ensuring service standards are met and continuous improvement initiatives are executed effectively.

Required Qualifications

• 1–3+ years of experience in policy administration, customer service, or related operational roles.
• 1+ years experience in a lead or supervisory capacity managing hybrid and remote employees.
• Strong knowledge of customer service operations, quality monitoring, and performance management.
• Must be able to work Hybrid schedule, Tuesday-Thursday in Franklin, TN. office.

Preferred Qualifications

• Proven coaching and people-leadership abilities.
• Strong communication, problem-solving, and decision-making skills.
• Ability to analyze performance metrics and drive process improvements.
• Demonstrated attention to detail and commitment to compliance and accuracy.
• Ability to adapt to changing workloads, priorities, and business needs.

Education

• High school diploma or equivalent required; Bachelor's degree preferred or equivalent professional experience.

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $43,888.00 - $85,068.00

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.