Supervisor, Indexing Operations

• Directly manages the onshore team of Indexing Quality Specialists who review and correct software-suggested indexing fields.
• Serves as the primary operational liaison between the client and delivery teams, communicating performance results, operational updates, risks, and improvement opportunities.

About MRO Corporation

• MRO’s employees work at client facilities throughout the United States.
• We are proud of the culture we create for our employees and offer an outstanding work environment.

Responsibilities

• Provides operational oversight for both onshore and GCC indexing operations, ensuring consistent quality, productivity, service-level performance, and client outcomes across the service line.
• Responsible for day-to-day performance management, coaching, and scheduling of the onshore team while maintaining oversight of GCC performance and partnering with GCC leadership to drive accountability and continuous improvement.
• Success in this role depends on leading by example, maintaining a positive and accountable team environment, and holding the onshore team to quality standards that support client satisfaction.
• Manage daily performance, attendance, and productivity of onshore Indexing Quality Specialists.
• Monitor queue volume and throughput; escalate capacity issues to the Business Line Manager.
• Partner with the QA Lead on quality calibration and individual coaching plans.
• Conduct 1:1s, performance reviews, and coaching or corrective action as needed.
• Provide operational oversight of GCC indexing performance, including quality, productivity, service levels, and adherence to established workflows.
• Review GCC performance metrics and trends, identify areas for improvement, and drive accountability through established governance and escalation processes.
• Coordinate with GCC leadership on staffing, workflow management, escalation handling, training, and shift coverage needs.
• Report performance and quality metrics to the Business Line Manager.
• Serve as the primary client-facing operational contact for indexing services, participating in client discussions, status reviews, performance reporting, and issue resolution activities.
• Prepare and communicate service-line performance metrics, quality results, operational risks, and improvement initiatives to internal leadership and clients.
• Own operational follow-up and action planning related to client feedback, escalations, and service-level commitments.
• Monitor end-to-end indexing performance across all delivery teams and recommend process improvements to increase quality, efficiency, and client satisfaction.
• Support service-line growth initiatives, operational readiness activities, and implementation of new client requirements as needed.
• Lead by example and foster a positive, accountable team environment that supports consistent quality for the client.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent required College degree with preferred concentration on statistical, accounting, or similar disciplines.
• Prior experience supervising hourly/production staff, ideally in a QA or document review environment.
• Comfortable with metrics-driven performance management — this is a must.
• Experience partnering with or overseeing remote or distributed teams preferred.
• Familiarity with HIPAA/PHI handling expectations.
• Experience managing vendor, offshore, or global delivery operations preferred.
• Strong analytical and reporting skills with the ability to interpret operational performance metrics and develop action plans.
• Demonstrated ability to influence cross-functional teams and partners without direct authority.
• Experience performing or leading indexing, document classification, document review, data validation, medical record review, or other production-based quality review functions required.
• Demonstrated understanding of indexing workflows, quality controls, productivity management, exception handling, and accuracy standards. *This job description reflects management’s assignment of essential functions.

Preferred

• Experience in client-facing operations, account support, or service delivery leadership preferred.

Pay

• Base pay is one element of the total compensation package.
• Range It is not typical for an individual to be hired at or near the top of the range.
• Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

Benefits

• Eligible employees may also have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

• It does not prescribe or reflect the tasks that may be assigned.
• We strive to match the right applicant to the right position. To learn more about us, visit www.mrocorp.com. MRO is an Equal Opportunity Employer.

Applicant Privacy Notice Pay Range USD $48,000.00 - USD $69,000.00 /Yr.