Manager, Client Experience Operations

Clinisys•Morrisville, NC

About The Position

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.

Requirements

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

Nice To Haves

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).

Responsibilities

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.
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.
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.
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.
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.
Perform other duties and responsibilities as assigned.