Manager, Client Experience Operations (Support)-Office Based

Position Summary

The Manager, Client Experience Operations (Support) leads the operational performance and continuous improvement of the Client Experience Support function. This role is accountable for establishing consistent performance management mechanisms (metrics, dashboards, operating rhythms), driving root-cause resolution across recurring client issues, and improving service quality through scalable processes and cross-functional partnership. The Manager focuses the team on proactive problem solving and systematic improvement—not simply transactional issue handling—while ensuring strong client outcomes and a consistent support experience. This position supports the transition from current-state support delivery to a future-state operating model designed for scale, consistency, and improved client outcomes.

Clinisys’ AI Philosophy

Building an AI first organization is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we develop AI enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier, safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. Every team member must help drive an AI first sense of purpose and urgency.

Essential Functions

Operational Performance & Governance

· Own and maintain the support operating rhythm (daily/weekly/monthly reviews), ensuring reliable visibility into performance, productivity, backlog, and service quality.

· Define, monitor, and continuously improve service performance metrics for the Client Support organization, including quality indicators, throughput, timeliness, and client feedback trends.

· Produce and present routine performance reporting and actionable insights for leadership stakeholders, translating trends into prioritized operational actions.

Continuous Improvement & Root-Cause Resolution

· Leverage automation and AI‑enabled tools (such as analytics, knowledge management, and service workflow optimization) to improve operational efficiency, reduce recurring support demand, and enhance the client experience.

· Lead structured analysis of recurring client concerns and support demand drivers, identifying root causes and implementing durable solutions through process change, knowledge improvements, and cross-team alignment.

· Drive continuous service improvement initiatives based on quality metrics and customer feedback, including service request management, trend analysis, and operational corrective actions.

· Recommend and influence changes to products, processes, and services that improve the client experience; partner with peers and cross-functional stakeholders to refine and implement improvements.

· Partner with Product, Engineering, and other teams to reduce avoidable support demand through defect reduction, usability improvements, and proactive enablement.

Resource Planning & Service Delivery

· Plan and allocate resources to ensure appropriate coverage and responsiveness to client needs, including management of backlog, peak demand periods, and priority client issues.

· Maintain a consistent approach to escalation, service recovery, and communication during high-impact client issues.

· Provide leadership oversight for critical incidents as needed; rotational on-call participation may be required in a 24/7 environment.

Cross-Functional Partnership & Stakeholder Support

· Build and maintain strong business partnerships with internal departments to improve end-to-end client outcomes (e.g., Product, Engineering, Client Success, Professional Services, Sales).

· Support the broader organization by enabling reference-able clients where appropriate, providing client information, and responding to internal inquiries with professionalism and appropriate discretion.

People Leadership & Talent Development

· Lead and develop a team of client support professionals through coaching, mentoring, and consistent performance expectations aligned to standard processes and client-focused outcomes.

· Promote a culture of accountability, learning, and operational excellence through consistent execution and continuous improvement.

Other

· Perform other duties and responsibilities as assigned.

Skills Needed to Be Successful

· Comfort using data, automation, and emerging AI‑enabled tools to inform decisions, surface insights, and improve operational outcomes.

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· Strong analytical and problem-solving capability with a continuous improvement mindset and solution orientation.

· Ability to interpret trends, identify root causes, and translate data into practical operational improvements.

· Strong organizational and communication skills, including the ability to influence cross-functional partners and align stakeholders.

Required Experience & Education

· BA/BS Degree in Technology, Medical field, a related discipline, or equivalent relevant experience.

· 5–7 years of experience in a product support, client support, or service delivery environment.

· Demonstrated experience leading cross-functional operational improvements, building business partnerships, and driving measurable improvements in client experience and service performance.

· 3 years of supervisory/people leadership experience.

Preferred Experience & Education

· Familiarity with software development lifecycles and technical support processes.

· Exposure to the Healthcare and/or IT industry.

· Experience with support tooling and analytics (e.g., ticketing systems, knowledge management, dashboards).

Supervisory Responsibilities

Team size and structure may vary based on business needs.

Benefits & Compensation

Our benefits are designed to support employees at work and in life, including health and wellness benefits, 401(k), stock incentive programs, paid time off, parental leave, and tuition assistance (eligibility may vary by employment status and location).

The starting pay range for a candidate selected for this position is generally within the range of $101,600 to $134,300 in annual base salary. Actual compensation will be based on factors such as work location, qualifications, and experience.

Physical Requirements

· Work is performed remotely or in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 10 pounds with assistance as part of office routine

· 30% Travel may be required

· Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours

· Exposure to hazardous materials or various weather conditions

· Travel to client sites that can pose risk associated with healthcare organization

· May be required to follow customer location health and safety requirements

Clinisys’ Commitment to Equal Opportunity

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

General Guidance

This job description is intended to describe the general nature and level of work performed. It does not restrict the Company from changing, reassigning, expanding or reducing the scope of responsibilities at any time.