Senior Manager, Client Support - Language Services (Hybrid/Remote)

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

Job summary

AMN Healthcare Language Services is seeking a Senior Manager, Client Support to lead customer and technical support operations for healthcare clients and the interpreter workforce. You will own SLAs, quality, analytics, and platform integrations, while guiding a ~30-person team through frontline leaders.

This role represents client support in escalations and enterprise initiatives. You will oversee ServiceNow and contact center technology, drive AI-enabled support, and partner with

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• 8+ years in customer or technical support or contact center operations.
• 5+ years in people leadership, including managers or team leads.
• Experience managing 25+ employees across multiple shifts/time zones.
• Healthcare industry experience or health system context.
• Experience with ServiceNow including case & incident management.
• Knowledge of incident, problem, change management.
• Experience supporting voice, email, and case channels in a contact center.
• Ability to analyze operational metrics and forecasts.
• Experience leading enterprise platform migrations or multi-site deployments.

Responsibilities

• Lead a Client Support organization of ~30 employees across support and service improvement.
• Own SLA targets, monitor results, and implement corrective actions.
• Develop reporting for volume, aging, backlog, and productivity.
• Establish quality standards and lead monthly audits.
• Own ServiceNow backlog and platform integrations.
• Oversee routing, queues, hours, and channel configuration.
• Partner on AI-enabled self-service and knowledge automation.
• Manage client escalations and enterprise initiatives.
• Drive cross-functional collaboration with account management and IT.

Skills

Client Support Leadership

Customer Support Operations

Technical Support Management

Contact Center Operations

Salesforce Administration

ServiceNow Management

Operational Analytics

Workforce Planning

AI-Enabled Support Operations

Knowledge Management

Enterprise Project Delivery

Healthcare Technology

Client Relationship Management

Executive Communication

Continuous Improvement

Education

Bachelor’s Degree

Tools

ServiceNow

Epic

Cerner

Genesys

Salesforce

Job description

AMN Healthcare Language Services is seeking a Senior Manager, Client Support to lead customer and technical support operations for healthcare clients and the interpreter workforce. You will own SLAs, quality, analytics, and platform integrations, while guiding a ~30-person team through frontline leaders.

This role represents client support in escalations and enterprise initiatives. You will oversee ServiceNow and contact center technology, drive AI-enabled support, and partner with