Job Description:
The Manager, Client Support Operations leads a team responsible for delivering high-quality technical and application support to clients across assigned products or solution areas. This role is accountable for team performance, operational execution, escalation management, and client support outcomes. The Manager provides day-to-day leadership to ensure support processes are executed consistently, service commitments are met, and client issues are resolved effectively. This role partners cross-functionally with Product, Engineering, Platform, Client Success, and other internal teams to resolve complex client issues, improve operational processes, and enhance the overall client support experience. The position is responsible for developing team capability, maintaining operational discipline, monitoring service performance, and driving continuous improvement across support operations. This role may support one or more product or solution areas such as Clinicals, Technical Performance, Patient Experience, Interoperability, Financials, or other enterprise solutions.
- Lead, coach, and develop Client Support Operations team members, including performance management, goal setting, and professional development.
- Participate in hiring, onboarding, and workforce planning to maintain appropriate staffing levels and team capability.
- Manage day-to-day support operations for assigned products or solution areas, ensuring consistent execution of support processes and service standards.
- Own operational performance of the Client Support Operations team, ensuring service levels, response times, and resolution standards are consistently achieved.
- Utilize AI-driven analytics to identify systemic risks, performance trends, and adoption gaps that inform enterprise strategy.
- Monitor team performance using operational and service metrics and take corrective action when performance targets are not met.
- Oversee complex, high-impact client issues and escalations, providing clear direction, communication, and ownership through resolution.
- Support client satisfaction and service quality objectives by ensuring timely issue resolution, effective communication, and positive client support experiences.
- Ensure adherence to service level commitments, escalation protocols, documentation standards, and knowledge management practices.
- Partner cross-functionally with Product, Engineering, Platform, Client Success, Training, and other internal stakeholders to resolve client issues and improve support outcomes.
- Drive root cause analysis and corrective action planning to reduce repeat issues, improve processes, and strengthen the client experience.
- Use data and performance trends to identify operational risks, service gaps, staffing needs, and improvement opportunities.
- Promote a culture of operational discipline, continuous improvement, collaboration, and client focus.
- Contribute to operational readiness and support planning for new products, releases, enhancements, or business initiatives.
- Prepare and communicate operational updates, issue trends, and team performance insights to leadership.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 6+ years of experience in technical support, application support, client services, or related operational support roles.
- 2+ years of people leadership experience with responsibility for coaching, performance management, and team development.
- Experience managing escalated client issues in a client-facing support environment.
- Experience using operational metrics and service data to monitor team performance and drive improvements.
- Experience working cross-functionally with product, engineering, or service teams to resolve complex client issues.
- Experience supporting enterprise software, SaaS platforms, or healthcare technology solutions preferred.
License/Certification Required:
- ITIL or other service management certification preferred.
- Leadership, operations, or project management certifications preferred.
Knowledge, Skills & Abilities:
- Knowledge of: Client support operations and service delivery practices. Technical and application support models in enterprise software or healthcare technology environments. Escalation management processes and issue resolution practices. Workforce planning and resource management within a support organization. Operational performance metrics and service level commitments. Root cause analysis and continuous improvement methods. Knowledge management and support documentation standards. Cross-functional collaboration across Product, Engineering, Platform, and Client Success teams. Client relationship management principles and customer service practices. Assigned product, solution, workflow, or vertical-specific business processes sufficient to support clients effectively.
- Skill in: Leading and developing teams in a client-facing support environment. Managing complex client escalations with sound judgment and clear communication. Interpreting operational data, performance metrics, and service trends. Identifying process improvement opportunities and driving operational change. Building effective cross-functional partnerships. Communicating effectively with employees, leadership, and clients. Organizing work, setting priorities, and managing competing demands. Driving accountability while maintaining a strong service orientation. Problem solving, decision making, and operational planning.
- Ability to: Lead a support team with a high degree of accountability and client focus. Balance team leadership, client needs, and operational priorities. Resolve complex issues and escalations with professionalism and ownership. Analyze operational data and translate findings into actionable improvements. Improve team performance through coaching, feedback, and clear expectations. Build credibility and strong working relationships across teams and leadership levels. Adapt to changing business priorities, product needs, and client demands. Maintain operational discipline, documentation quality, and process adherence. Support multiple products, verticals, or solution areas using a consistent support model. Work in a fast-paced environment while managing competing priorities and deadlines.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
