Senior Manager, Language Services Client Support & AI

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

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.