Job Description
This is an exciting opportunity for a hands-on Operations Supervisor to own daily execution across Billing and Customer Service, driving structure, accountability, and consistency in a fast-growing startup while partnering closely with leadership to stabilize operations and support scalable growth.
Company Profile:
Our client is the leading platform connecting Nurse Practitioners (NPs) with collaborating physicians across the United States. Their service streamlines an often-complex process—enabling NPs to quickly, affordably, and confidently find physician collaborators to meet state requirements and launch their practices.
The company is profitable, founder-led, and rapidly growing, currently supporting 1,300+ active providers across the US, offering both strong scale and meaningful impact in the healthcare space.
Overall purpose and responsibilities of the role:
The Operations Supervisor is a key frontline leadership role within the Operations department, reporting directly to the Director of Operations. This person will directly manage the Billing team and Customer Service Representatives, serving as the layer of day-to day leadership between frontline execution and senior operational oversight. The role is designed to create structure, accountability, and follow-through across the department so that operational work is completed accurately, on time, and in a scalable way.
This is a hands-on supervisory position for someone who can both manage people and own execution. The Operations Supervisor will oversee daily workflows, monitor process adherence, assign and track ownership of critical tasks, resolve real-time issues, and serve as the first escalation point for team questions, customer-impacting concerns, and billing or service exceptions. This person will also partner closely with the Director of Operations on workflow design, process improvements, and system enhancements, while coordinating with the Quality & Training Lead to address training needs, quality gaps, and process adoption across the Billing and Customer Service teams.
Success in this role requires strong leadership presence, high operational discipline, comfort with fast-moving service environments, and the ability to turn loosely managed activities into clearly defined, repeatable systems. The Operations Supervisor should help protect leadership bandwidth by taking ownership of daily execution and team supervision, allowing the Director of Operations to focus on strategic initiatives, automation opportunities, data integrity, executive support, and cross-functional operational improvements. Notably, the Operations Supervisor serves as the primary point of contact and representative for the Operations team in the absence of the Director of Operations.
Duties and Responsibilities:
The Challenge We’re Solving
As the company continues to grow, the Operations department needs stronger frontline management to ensure that execution keeps pace with scale. Today, too much of the Director of Operations’ time can be pulled into tactical oversight, real-time issue handling, and manual follow-up across Billing and Customer Service. We need a dedicated supervisor who can bring consistency to day-to-day operations, enforce accountability, and make sure that high-volume operational work moves cleanly from one step to the next.
The Billing and Customer Service teams require a direct manager who can coach, monitor, and hold the teams accountable for performance and process compliance.
Operational workflows need to be broken into clear stages with visible ownership, triggers, and follow-through so no steps are missed.
The team needs a first escalation point who can resolve issues quickly before they reach the Director of Operations unnecessarily.
Manual exceptions such as start-date changes, pricing adjustments, and subscription updates require stronger oversight and coordinated follow-through across Odoo, spreadsheets, and dashboards.
Leadership needs more capacity to focus on strategic projects, systems improvements, automation, and executive-level support rather than day-to-day operational firefighting.
Billing workflows are highly interconnected and cannot be partially delegated, requiring full lifecycle ownership across multiple steps rather than isolated task execution.
The Operations Supervisor will be expected to function in an environment where operational processes are still being actively refined and stabilized, requiring flexibility in handling incomplete or evolving workflows.
Key Responsibilities
Team Leadership & Direct Supervision
- Directly manage the Billing team and Customer Service Representatives, setting clear expectations for daily execution, responsiveness, accuracy, and accountability.
- Serve as the immediate day-to-day leader for both groups, ensuring coverage, productivity, and consistent follow-through across the operations department.
- Act as the official representative of the Operations Team and primary point of contact when the Director of Operations is absent or unavailable.
- Conduct regular check-ins, coaching conversations, and performance feedback sessions with team members.
- Monitor workload distribution across Billing and CSR functions and rebalance responsibilities as needed to maintain service levels and processing timelines.
- Reinforce adherence to SOPs, workflows, communication standards, and escalation protocols.
- Partner with the Director of Operations on performance management, staffing observations, and recommendations related to team structure or process improvement.
- Expected to independently sustain team alignment during system downtime or leadership unavailability, ensuring continuity of execution without escalation dependency.
- Conduct structured start-of-shift reviews (dashboards, pipelines, backlog, exceptions) and communicate clear daily priorities and focus areas to the team.
First Escalation Point & Daily Issue Resolution
- Act as the first escalation point for the Billing and Customer Service teams on day-to-day operational concerns, customer-impacting issues, workflow blockers, and process questions.
- Triage issues in real time, determine the appropriate next steps, and escalate to the Director of Operations only when higher-level judgment or strategic intervention is required.
- Own follow-through on urgent team issues to ensure they are resolved completely and documented appropriately.
- Provide structure and calm during high-volume or high-pressure situations, ensuring the team remains organized and customer focused.
- Communicate recurring challenges, exceptions, and emerging risks to the Director of Operations with recommended actions whenever possible.
- Ensure escalation items are fully resolved or clearly documented with ownership, next steps, and status visibility.
- Address escalation drivers related to communication flow or phone system limitations and ensure proper routing and resolution ownership.
Workflow Management & Process Execution
- Break down critical operational workflows into clearly defined stages, owners, and triggers so that tasks move smoothly from one step to the next.
- Oversee end-to-end processing of fully signed NPs, ensuring each case progresses through required operational steps accurately and on time.
- Ensure execution of key post-signature activities, including record creation, kick-off communication, subscription setup, invoice generation, and dashboard/pipeline visibility.
- Clarify who owns each step in the workflow and monitor completion to ensure no step is delayed, skipped, or duplicated.
- Implement practical tracking methods using Odoo, spreadsheets, checklists, Asana, or similar systems to improve visibility and accountability.
- Drive consistency in execution by identifying bottlenecks, follow-up failures, and areas where workflows need tighter structure.
- Ensure seamless coordination between automated and manual workflow steps to prevent execution gaps.
- Maintain real-time visibility of workflow status and proactively intervene when bottlenecks or delays are identified.
Data Entry Oversight & Validation Control
- Provide oversight of validation logic for records being entered into operational tracking sheets, ensuring that information is accurate before it moves downstream into billing and reporting.
- Review and enforce checks for duplicate entries, contract start dates, pricing details, and related operational data points.
- Ensure the team understands validation requirements and follows a consistent process before records are advanced.
- Support the Director of Operations in maintaining data integrity across spreadsheets, Odoo, dashboards, and related internal systems.
- Ensure consistency and synchronization of data across multiple systems (CRM, billing platforms, and tracking sheets) to prevent downstream discrepancies.
Manual Exception Handling
- Own day-to-day oversight of manual exceptions such as start date changes, contract term changes, pricing adjustments, and subscription updates.
- Ensure that changes are accurately reflected across Odoo, Excel or Google Sheets, internal dashboards, and any related downstream processes.
- Coordinate the right team members to complete exception-related tasks and verify completion end to end.
- Identify patterns in exception handling and recommend process or system improvements that reduce repeat issues over time.
- Ensure all exception-related updates are consistently reflected across all interconnected systems without gaps or mismatches.
Cross-Functional Coordination
- Work closely with the Director of Operations to surface operational friction points, support process redesign, and help operationalize new workflows or system enhancements in Odoo.
- Coordinate with the Quality & Training Lead to identify training gaps, quality concerns, and coaching opportunities for both Billing and Customer Service teams.
- Help ensure new processes, policy changes, and system updates are clearly communicated and consistently adopted by the team.
- Collaborate with other departments when operational issues require cross-functional action or handoff alignment.
- Coordinate resolution of issues requiring multi-team involvement to ensure end-to-end completion.
Reporting, Performance Monitoring & Continuous Improvement
- Track team performance, workflow completion, backlog levels, and recurring operational issues using practical scorecards and reporting tools.
- Monitor whether service standards, turnaround times, and process expectations are being met across Billing and Customer Service.
- Provide regular updates to the Director of Operations on operational health, team performance, unresolved issues, and improvement priorities.
- Contribute ideas that improve efficiency, reduce errors, increase visibility, and strengthen accountability across the department.
- Ensure end-of-day operational closure by confirming workflow progression, escalation status, and visibility of outstanding items.
- Identify system or process limitations impacting performance and recommend improvements to stabilize operations.
How Success Will Be Measured
- Strong day-to-day management of the Billing and Customer Service teams, reflected in improved accountability, responsiveness, and workflow completion.
- Reduction in the volume of tactical escalations and day-to-day issues requiring direct involvement from the Director of Operations.
- Accurate and timely completion of end-to-end operational workflows for fully signed NPs and related billing processes.
- Improved visibility into workflow status, task ownership, and next-step triggers across the operations department.
- Reduction in avoidable errors such as duplicate records, missed processing steps, incorrect pricing, or incomplete system updates.
- Timely resolution of escalations, exceptions, and customer-impacting issues at the supervisory level.
- Consistent adherence to SOPs, service expectations, and process changes across the Billing and Customer Service teams.
- Demonstrated partnership with the Quality & Training Lead and Director of Operations to improve team capability, process adoption, and operational consistency.
Required
- 3-5+ years of experience in operations supervision, team leadership, customer service management, billing operations, or a similar people-management role.
- Proven experience directly managing frontline teams, preferably in customer service, operations support, billing, or shared-services environments.
- Strong ability to supervise daily execution while also identifying opportunities to build better processes and stronger operating discipline.
- Experience working with ERP, CRM, billing, helpdesk, or workflow management platforms; familiarity with Odoo or similar systems is strongly preferred.
- Advanced proficiency in Excel or Google Sheets with strong attention to detail and confidence working with operational data.
- Excellent English communication skills, both verbal and written, with the ability to lead remote teams and communicate clearly with internal stakeholders.
- Strong judgment, problem-solving ability, and confidence in handling escalations, competing priorities, and process exceptions in real time.
- Ability to work in US business hours (night shift in the Philippines) in a fully remote environment.
- Reliable internet connection and home office setup suitable for leading remote operations teams
- Comfortable operating across multiple systems with partially manual processes.
- Startup experience is mandatory due to high ambiguity, fast scaling, and evolving operational structure.
Preferred
- Experience in a high-growth startup, BPO, healthcare support, SaaS, or subscription-based business environment.
- Exposure to billing operations, invoicing processes, recurring revenue workflows, or contract-related operational support.
- Experience coordinating with QA, training, or process documentation functions to improve team performance.
- Familiarity with dashboards, operational reporting, and KPI management.
- General understanding of US healthcare, provider onboarding, or physician support workflows is a plus but not required.
- Exposure to environments where billing, customer communication, and CRM operations are tightly coupled within one workflow ecosystem is strongly advantageous.
