Senior Manager, Language Services Client Support

AMN Healthcare; San Diego (CA); 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 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

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.

Responsibilities

• 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.
• 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.
• 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.
• Establish quality standards, oversee monthly audit programs, and drive continuous improvement across people, processes, and systems.
• Act as business owner for support-related functionality, including backlog prioritization, enhancement planning, release testing, data quality management, and platform integrations.
• Manage routing, queue structures, workflows, hours of operation, channel configuration, and stabilization activities following platform changes or migrations.
• Partner with technology teams to implement AI-assisted support capabilities, virtual agents, self-service workflows, and knowledge-driven automation.
• Own knowledge-base governance, content standards, review processes, article ownership, and AI-ready content quality requirements.
• Lead the Client Support workstream for platform migrations, system integrations, vendor implementations, product launches, and large-scale client deployments.
• Serve as the senior operational contact for client support issues, business reviews, major incidents, and escalation communications.

Skills

Client Support Leadership

Operational Analytics

Executive Communication

Workforce Planning

Education

Bachelor's degree in Business Administration or Healthcare Administration

Tools

ServiceNow

CRM & Reporting

Job description

AMN Healthcare Language Services is seeking a Senior Manager, Client Support to lead customer and technical support operations for healthcare clients and 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