Customer Support Operations Manager

About this role

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 d...