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

Individual Competencies:

• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Analytical & Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.

• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.

• Vision & Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global environment.

• Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic thinking tools and skills.

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Collaboration: Works collaboratively with others to achieve group goals and objectives.

• Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability/vets.

Recruitment Fraud Notice: Recruitment fraud is an increasingly common scam where individuals pose as employers to offer fictitious job opportunities. Scammers sometimes impersonate Inmar recruiters on LinkedIn and other channels. We will never ask for payment or sensitive personal information during the hiring process. Verify any role on our official Workday Careers site and learn how to spot scams in our full notice.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.