Senior Manager, Client Support, Language Services

About the role

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. The role is accountable for customer satisfaction, service levels, case quality, operational performance, technology ownership, reporting and service improvement. It leads about 30 team members through frontline leaders and acts as business owner for ServiceNow and contact center technologies, representing Client Support during escalations, business reviews, enterprise initiatives and competitive pursuits. The position is hybrid, 4 days per week in Dallas, San Diego, Boca Raton or Atlanta.

Key responsibilities

• Lead a Client Support organization of about 30 employees across customer support, technical support and service improvement, hiring, coaching and developing leaders, and overseeing staffing, scheduling and workforce planning.
• Own first-contact resolution, response time and resolution time across support channels, monitor results, report metrics and take corrective action when targets are missed.
• Develop and maintain reporting on interaction volume, case aging, backlog, agent productivity, quality results and workforce forecasting.
• Set quality standards, run monthly audits and drive continuous improvement.
• Act as business owner for ServiceNow support functionality, including backlog prioritization, enhancements, release testing, data quality and integrations.
• Manage routing, queues, workflows, hours of operation and channel configuration, and stabilize operations after platform changes or migrations.
• Partner with technology teams on AI-assisted support, virtual agents, self-service workflows and knowledge-driven automation.
• Own knowledge-base governance, content standards, review processes and AI-ready content quality.
• Lead the Client Support workstream for platform migrations, integrations, vendor implementations, product launches and large client deployments.
• Serve as senior operational contact for client escalations, business reviews and major incidents, working with account management, implementation, billing, product and IT teams.

Required profile

• Bachelor's degree in Business Administration, Healthcare Administration, Health Information Management, Information Systems, Operations Management or equivalent experience.
• 8+ years in customer support, technical support or contact center operations.
• At least 5 years of people leadership, including leading managers or team leaders, and managing organizations of 25+ employees across shifts and time zones.
• Healthcare industry experience in a health system, health plan, provider organization or healthcare technology environment.
• Experience with ServiceNow (case management, incident management, service catalogs, SLA reporting, upgrades, release management).
• Experience supporting voice, email and case-management channels in a contact center.
• Experience leading enterprise initiatives such as platform migrations and integrations.
• Preferred: language services or healthcare interpreting experience, EHR-integrated workflow experience, Epic/Cerner or Genesys experience.

Required skills

• ServiceNow management and Salesforce administration and reporting
• Operational analytics, workforce planning and forecasting
• Incident, problem and change management
• AI-enabled support operations and knowledge management
• Executive communication, client relationship management and escalation handling

Salary: $100,000 - $118,500, depending on experience, training, education and location. The role is remote-eligible; candidates within 50 miles of an AMN hub are assigned an on-site arrangement four days per week.