Supervisor, Care Team

About the role

Rightway is seeking a Supervisor, Care Team to provide day-to-day leadership and oversight of front-line Pharmacy Technicians and Leads. The role aims to ensure high-quality support for members, pharmacies and providers, across phone, chat or email. You will work with Managers, Sr. Managers and cross-functional teams to uphold operational standards and foster a collaborative team culture.

What you'll do

• Provide day-to-day supervision and support for Pharmacy Technicians and Leads as their direct supervisor, including managing timecards, monitoring schedules, tracking attendance, and overseeing individual performance.
• Partner with the Workforce Management team to adjust staffing and queue assignments for your channel, maintaining service level performance and optimizing team productivity.
• Help implement and refine Care Team workflows to meet department standards, client expectations, and service guarantees.
• Foster a positive team culture by conducting regular structured feedback conversations, coaching team members, reinforcing development goals, and promoting collaboration.
• Monitor individual and team performance metrics, identifying trends and supporting action plans to improve outcomes.
• Uphold compliance with regulatory and privacy requirements, including HIPAA, across all member interactions.

What they're looking for

• Bachelor's degree preferred or equivalent work experience.
• Nationally Certified Pharmacy Technician preferred; state licensure or registration required where applicable by law.
• 3+ years of experience in a healthcare contact center, retail pharmacy, PBM, or pharmacy operations setting.
• Experience as a people leader, having previously led teams of pharmacy technicians (preferred).
• Proven ability to coach, motivate, and support frontline team members in a high-volume, service-driven environment.
• Comfortable balancing team performance metrics with individual development and engagement.

For applicants in Nigeria

• The listing does not specify Nigeria-specific eligibility; confirm before applying.
• The listing does not state a timezone requirement; confirm before interviewing.
• The listing does not indicate contractor versus employee status; confirm.
• Compensation is USD 65,000 - 70,000 annually, plus bonus and equity; compensation will be determined by geographic location, experience, and qualifications.
• The listing does not mention visa or work-authorization notes; confirm.