Manager, Client Support Operations, Patient Experience

NextGen Federal Systems • Remote GA, GA

13d

About The Position

The Manager, Client Support Operations leads a team responsible for delivering high-quality technical and application support to clients across assigned products or solution areas. This role is accountable for team performance, operational execution, escalation management, and client support outcomes. The Manager provides day-to-day leadership to ensure support processes are executed consistently, service commitments are met, and client issues are resolved effectively. This role partners cross-functionally with Product, Engineering, Platform, Client Success, and other internal teams to resolve complex client issues, improve operational processes, and enhance the overall client support experience. In addition, the Manager is responsible for overseeing support operations related to third-party applications and strategic partner solutions that integrate with NextGen platforms to deliver enhanced patient experiences, including solutions such as Luma. This includes collaborating with vendor support teams, account managers, and development teams to ensure effective issue resolution, operational alignment, and a seamless client experience across integrated products. The position is responsible for developing team capability, maintaining operational discipline, monitoring service performance, and driving continuous improvement across support operations. The ideal candidate will also possess a foundational understanding of APIs, integrations, and interconnected application environments to effectively support partner ecosystem solutions and client workflows. This role may support one or more product or solution areas such as Clinicals, Technical Performance, Patient Experience, Interoperability, Financials, or other enterprise solutions.

Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field. Or, any combination of education and experience which would provide the required qualifications for the position.
• 6+ years of experience in technical support, application support, client services, or related operational support roles.
• 2+ years of people leadership experience with responsibility for coaching, performance management, and team development.
• Experience managing escalated client issues in a client-facing support environment.
• Experience using operational metrics and service data to monitor team performance and drive improvements.
• Experience working cross-functionally with product, engineering, or service teams to resolve complex client issues.
• Knowledge of: Client support operations and service delivery practices.
• Knowledge of: Technical and application support models in enterprise software or healthcare technology environments.
• Knowledge of: Escalation management processes and issue resolution practices.
• Knowledge of: Workforce planning and resource management within a support organization.
• Knowledge of: Operational performance metrics and service level commitments.
• Knowledge of: Root cause analysis and continuous improvement methods.
• Knowledge of: Knowledge management and support documentation standards.
• Knowledge of: Cross-functional collaboration across Product, Engineering, Platform, and Client Success teams.
• Knowledge of: Client relationship management principles and customer service practices.
• Knowledge of: Assigned product, solution, workflow, or vertical-specific business processes sufficient to support clients effectively.
• Skill in: Leading and developing teams in a client-facing support environment.
• Skill in: Managing complex client escalations with sound judgment and clear communication.
• Skill in: Interpreting operational data, performance metrics, and service trends.
• Skill in: Identifying process improvement opportunities and driving operational change.
• Skill in: Building effective cross-functional partnerships.
• Skill in: Communicating effectively with employees, leadership, and clients.
• Skill in: Organizing work, setting priorities, and managing competing demands.
• Skill in: Driving accountability while maintaining a strong service orientation.
• Skill in: Problem solving, decision making, and operational planning.
• Ability to: Lead a support team with a high degree of accountability and client focus.
• Ability to: Balance team leadership, client needs, and operational priorities.
• Ability to: Resolve complex issues and escalations with professionalism and ownership.
• Ability to: Analyze operational data and translate findings into actionable improvements.
• Ability to: Improve team performance through coaching, feedback, and clear expectations.
• Ability to: Build credibility and strong working relationships across teams and leadership levels.
• Ability to: Adapt to changing business priorities, product needs, and client demands.
• Ability to: Maintain operational discipline, documentation quality, and process adherence.
• Ability to: Support multiple products, verticals, or solution areas using a consistent support model.
• Ability to: Work in a fast-paced environment while managing competing priorities and deadlines.

Nice To Haves

• Experience supporting enterprise software, SaaS platforms, or healthcare technology solutions preferred.
• ITIL or other service management certification preferred.
• Leadership, operations, or project management certifications preferred.
• Foundational understanding of APIs, integrations, and interconnected application environments.

Responsibilities

• Lead, coach, and develop Client Support Operations team members, including performance management, goal setting, and professional development.
• Participate in hiring, onboarding, and workforce planning to maintain appropriate staffing levels and team capability.
• Manage day-to-day support operations for assigned products or solution areas, ensuring consistent execution of support processes and service standards.
• Own operational performance of the Client Support Operations team, ensuring service levels, response times, and resolution standards are consistently achieved.
• Utilize AI-driven analytics to identify systemic risks, performance trends, and adoption gaps that inform enterprise strategy.
• Monitor team performance using operational and service metrics and take corrective action when performance targets are not met.
• Oversee complex, high-impact client issues and escalations, providing clear direction, communication, and ownership through resolution.
• Support client satisfaction and service quality objectives by ensuring timely issue resolution, effective communication, and positive client support experiences.
• Ensure adherence to service level commitments, escalation protocols, documentation standards, and knowledge management practices.
• Partner cross-functionally with Product, Engineering, Platform, Client Success, Training, and other internal stakeholders to resolve client issues and improve support outcomes.
• Drive root cause analysis and corrective action planning to reduce repeat issues, improve processes, and strengthen the client experience.
• Use data and performance trends to identify operational risks, service gaps, staffing needs, and improvement opportunities.
• Promote a culture of operational discipline, continuous improvement, collaboration, and client focus.
• Contribute to operational readiness and support planning for new products, releases, enhancements, or business initiatives.
• Prepare and communicate operational updates, issue trends, and team performance insights to leadership.
• Perform other duties that support the overall objective of the position.

Benefits

• We reimagine ambulatory healthcare and design award-winning solutions to practices to achieve better outcomes and build healthier communities.
• We work together to innovate with our medical, behavioral health, and dental providers in their journey toward whole-person care.
• It’s our mission, and a journey.
• A mission you can believe in.
• Talented, dedicated people.
• Values that matter.
• A place you can make a difference.
• Join us, and believe in better.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager