Supervisor, Product Services & Management (VIVO Pharmacy)

Job Description

Supervise a technical support team, providing leadership, technical guidance, and strategic direction to ensure efficient resolution of application issues and exceptional customer service.

Job Responsibility

• Promotes Product Services & Management department goals by selecting, motivating, and training capable team members.
• Leads the activities of assigned Product Services & Management team members by communicating and providing guidance toward achieving department objectives.
• Utilizes current technology to gather, store, disseminate, and analyze information to ultimately make strategic decisions.
• Uses quantitative and qualitative data from internal and external data sources to produce dashboards, metrics, or insights and identify trends or anomalies.
• Collaborates with development teams to design business intelligence solutions.
• Implements initiatives to minimize external threats or competition and capitalize on opportunity markets.
• Is involved in the strategic planning process; presents insights to other levels of the leadership on matters of competitiveness and provides recommendations for future modes of action.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions

Preferred Skills

• Deep understanding of consumer-facing mobile and web applications.
• Strong strategic prioritization skills for bug fixes, security enhancements, and system improvements.
• Advanced root cause analysis and troubleshooting skills for complex system issues.
• Proven experience in incident management and post-mortem analysis.
• Exceptional written and verbal communication skills for diverse technical and non-technical audiences.
• Strong stakeholder management and cross-functional collaboration abilities.
• Proficiency in data analysis, interpreting system performance metrics.
• Expertise in risk management, identifying and mitigating operational and security vulnerabilities.
• Knowledge of SDLC and Agile methodologies (Scrum, Kanban) and DevOps principles.
• Advanced backlog management and refinement skills, including building and writing requirements.
• Familiarity with monitoring tools and alert systems for production environments.
• Strategic thinking with a strong focus on long-term product stability, maintainability, and scalability.
• Familiarity with APIs and understanding of networking concepts (TCP/IP, DNS, firewalls, etc.)
• Strong decision-making skills in high-pressure situations.
• Ability to balance competing priorities and manage multiple initiatives concurrently.
• Proficiency in using ticketing systems for issue tracking and resolution.
• A strong customer-centric approach, advocating for user pain points related to system reliability.
• Familiarity with retail, specialty and/or PBM pharmacy workflows and prescription fulfillment.
• Experience with HIPAA, ADA, and PCI requirements.
• Experience identifying, assessing, and addressing technical debt.
• Ability to work independently and as part of a team in a fast-paced environment.

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 6-8 years industry experience in technical support preferred 
• 1-2 years’ experience in leadership and information technology require

Travel requirements 
May require travel for business needs

Working arrangements
May require on call after hours support

The position will provide flexible shift options, each lasting 8 hours, within the hours of 7 AM to 7 PM. Variable shifts may encompass, but are not restricted to, the following: Monday through Friday, weekends, and holidays as needed.

*Additional Salary Detail 
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).