Manager, Client Support Operations – Interop Platforms

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NextGen Healthcare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

⚕️ Healthcare Insurance

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2015-02

Healthcare Insurance • SaaS • Telecommunications

NextGen Healthcare is a company that provides integrated health IT solutions to ambulatory practices. Their services include electronic health records (EHR), practice management, interoperability, patient engagement, and telehealth solutions. They aim to enhance the patient and provider experience through innovative technologies such as AI-driven workflows and mobile solutions. NextGen Healthcare also offers tailored solutions for various specialties and focuses on improving clinical and financial outcomes for their clients. They support practices of all sizes, from small offices to large enterprises, and emphasize the importance of interoperability and data exchange to enhance healthcare delivery.

📋 Description

• Lead a team responsible for delivering high-quality technical and application support to clients across assigned products or solution areas. • Accountable for team performance, operational execution, escalation management, and client support outcomes. • Provide day-to-day leadership to ensure support processes are executed consistently, service commitments are met, and client issues are resolved effectively. • Partner 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. • Develop team capability, maintain operational discipline, monitor service performance, and drive continuous improvement across support operations. • Manage day-to-day support operations for assigned products or solution areas, ensuring consistent execution of support processes and service standards. • Utilize AI-driven analytics to identify systemic risks, performance trends, and adoption gaps that inform enterprise strategy. • Prepare and communicate operational updates, issue trends, and team performance insights to leadership.

🎯 Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field. • 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. • 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. • Knowledge of client support operations and service delivery practices.

🏖️ Benefits

• Professional development opportunities