Senior Manager, Client Support, Language Services

AMN Healthcare; Dallas (TX); Hybrid; USD 100,000 - 119,000; Full time

Job summary

AMN Healthcare Language Services seeks a Senior Manager, Client Support to lead customer and technical support operations for healthcare clients and the interpreter workforce. This role drives customer satisfaction, service levels, case quality, and operational performance, owning ServiceNow and contact center tech.

You will lead ~30 teammates, set workforce plans, advance AI-assisted support, and own platform migrations and integrations.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• 8+ years of experience in customer support, technical support, or contact center operations.
• At least 5 years of people leadership experience.
• Experience managing 25+ employees across multiple shifts/time zones.
• Healthcare industry experience in health system/health plan/provider environment.
• Experience with ServiceNow including case/incidents, SLAs, upgrades, and releases.
• Knowledge of incident, problem, and change management practices.
• Experience supporting voice, email, and case-management channels in a contact center.
• Ability to analyze and act on operational metrics, forecasts, and performance data.
• Experience leading enterprise initiatives like platform migrations or multi-site deployments.
• Strong executive-level communication and client relationship skills.
• Experience applying AI solutions in support operations, including self-service or agent-assisted capabilities.
• Preferred: language services or healthcare interpreting experience.
• Experience with EHR-integrated workflows; Epic and/or Cerner environments; Genesys or similar cloud platforms.

Responsibilities

• Lead a Client Support organization of ~30 employees across customer and technical support and service improvement.
• Own first-contact resolution targets, response times, and escalation handling across channels.
• Develop and maintain operational analytics and dashboards for volume, aging, backlog, and forecasting.
• Establish quality standards and supervise monthly audits and content reviews.
• Own ServiceNow functionality, backlog prioritization, release testing, and integrations.
• Manage routing, queue structures, hours of operation, and channel configurations.
• Partner with teams to implement AI-assisted support, virtual agents, and self-service workflows.
• Govern knowledge management and AI-ready content quality.
• Lead enterprise projects: migrations, integrations, vendor implementations, large deployments.
• Serve as senior escalation contact with account management, billing, product, and IT teams.

Skills

Team leadership

Client support operations

ServiceNow

Analytics

AI in support

Escalation management

Executive communication

Workflow optimization

Education

Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Management, Information Systems, Operations Management, or equivalent experience

Tools

ServiceNow

Genesys Cloud

Epic Systems

Cerner Systems

Salesforce

Job description

Job Summary

AMN Healthcare Language Services is seeking a Senior Manager, Client Support to lead customer support and technical support operations serving healthcare clients and the interpreter workforce. This role is accountable for customer satisfaction, service levels, case quality, operational performance, technology ownership, reporting, and service improvement initiatives. The Senior Manager leads approximately 30 team members through frontline leaders and serves as the business owner for ServiceNow and contact center technologies supporting the function. The position also represents Client Support during client escalations, business reviews, enterprise initiatives, and competitive pursuits.

Key Responsibilities

• Team Leadership: Lead a Client Support organization of approximately 30 employees across customer support, technical support, and service improvement functions. Hire, coach, develop leaders, manage performance, and oversee staffing, scheduling, holiday coverage, and workforce planning.


• Service Level Ownership: Own first-contact resolution, response time, and resolution time performance across support channels. Monitor results, report metrics, and implement corrective actions when targets are not met.


• Operational Analytics: Develop and maintain reporting for interaction volume, case aging, backlog management, agent productivity, quality results, and workforce forecasting. Use data to drive decision-making and investment priorities.


• Case Quality Management: Establish quality standards, oversee monthly audit programs, and drive continuous improvement across people, processes, and systems.


• ServiceNow Ownership: Act as business owner for support-related functionality, including backlog prioritization, enhancement planning, release testing, data quality management, and platform integrations.


• Contact Center Operations: Manage routing, queue structures, workflows, hours of operation, channel configuration, and stabilization activities following platform changes or migrations.


• AI and Self‑Service Strategy: Partner with technology teams to implement AI‑assisted support capabilities, virtual agents, self‑service workflows, and knowledge‑driven automation. Prioritize initiatives based on business value, interaction volume, and customer outcomes.


• Knowledge Management: Own knowledge‑base governance, content standards, review processes, article ownership, and AI‑ready content quality requirements.


• Enterprise Project Delivery: Lead the Client Support workstream for platform migrations, system integrations, vendor implementations, product launches, and large‑scale client deployments.


• Client Partnership and Escalation Management: Serve as the senior operational contact for client support issues, business reviews, major incidents, and escalation communications. Partner closely with account management, implementation, billing, product, and IT teams.

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Management, Information Systems, Operations Management, or equivalent experience.


• 8+ years of experience in customer support, technical support, or contact center operations.


• At least 5 years of people leadership experience, including experience leading managers or team leaders.


• Experience managing organizations of 25 or more employees across multiple shifts and time zones.


• Healthcare industry experience within a health system, health plan, provider organization, or healthcare technology environment.


• Experience with ServiceNow, including case management, incident management, service catalogs, SLA reporting, upgrades, and release management.


• Working knowledge of incident, problem, and change management practices.


• Experience supporting voice, email, and case‑management channels within a contact center environment.


• Demonstrated ability to build, analyze, and act on operational metrics, forecasts, and performance data.


• Experience leading enterprise initiatives such as platform migrations, integrations, or multi‑site implementations.


• Strong executive‑level communication, presentation, client relationship management, and escalation management skills.


• Experience applying AI solutions within support operations, including self‑service, agent‑assist, knowledge automation, or similar capabilities.


• Preferred Qualifications: Language services or healthcare interpreting experience.


• Experience supporting EHR‑integrated workflows.


• Experience with Epic and/or Cerner environments.


• Experience with Genesys or a comparable cloud contact center platform.

Key Skills

Client Support Leadership, Customer Support Operations, Technical Support Management, Contact Center Operations, Salesforce Administration and Reporting, ServiceNow Management, Operational Analytics, Workforce Planning and Forecasting, AI‑Enabled Support Operations, Knowledge Management, Enterprise Project Delivery, Healthcare Technology, Client Relationship Management, Executive Communication, Continuous Improvement.

Work Environment / Physical Requirements

Work is performed in an office/home office environment. Team Members must have the ability to operate standard office equipment and keyboards. AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

Location

Hybrid 4 days/week in Dallas, TX, San Diego, CA, Boca Raton, FL, or Atlanta, GA. This position is remote‑eligible. Candidates residing within 50 miles of an AMN hub in Atlanta, Boca Raton, Dallas, or San Diego will be assigned an on‑site work arrangement and are expected in the office four days per week.

Salary

Pay Rate $100,000 - $118,500 Salary. Final pay rate is dependent on experience, training, education, and location.

Equal Opportunity Employer

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Core Values

• Respect


• Passion


• Continuous Improvement


• Trust


• Customer Focus


• Innovation

Diversity and Inclusion

AMN’s Commitment to Diversity, Equality and Inclusion: At AMN, our diversity, equality, and inclusion philosophy is grounded in the belief that we should respect all voices, seek diverse perspectives, and succeed when we act together as a positive force for all of humanity. We have the opportunity to influence each other, our industry, and our communities by fostering a diverse team with a passion for social justice and equity. We are committed actively engaging in building an organization and society where equality is the norm, equity is achieved, and inclusion is universal so that we may all thrive. Learn more about our company’s vision and mission at our website.