Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Client Support Operations, Clinicals in India.

This role sits at the center of client support delivery for enterprise healthcare and technology solutions, ensuring operational excellence across complex technical and application support environments. You will lead a team responsible for resolving client issues efficiently while maintaining high service standards and strong client satisfaction. The position combines hands-on operational oversight with people leadership, requiring a balance of strategic thinking and day-to-day execution. You will work closely with cross-functional teams such as Product, Engineering, Platform, and Client Success to resolve escalations and improve service delivery. A key part of the role involves using data and performance insights to identify trends, mitigate risks, and drive continuous improvement. You will also play a critical role in building team capability, strengthening processes, and ensuring operational discipline across support functions. This is a high-impact leadership role in a fast-paced, client-focused environment.

Accountabilities

You will be responsible for leading client support operations, ensuring service excellence, team performance, and continuous improvement across assigned products or solution areas.

• Lead, coach, and develop Client Support Operations team members, including performance management, goal setting, hiring, onboarding, and workforce planning
• Oversee day-to-day support operations, ensuring consistent execution of processes, service standards, and client support workflows
• Own team performance against service levels, response times, resolution standards, and client satisfaction metrics
• Manage complex escalations, providing clear direction, accountability, and resolution ownership for high-impact client issues
• Use operational data, AI-driven analytics, and performance trends to identify risks, gaps, and improvement opportunities
• Drive root cause analysis and corrective action plans to reduce recurring issues and enhance client experience
• Partner cross-functionally with Product, Engineering, Platform, Client Success, and other teams to resolve issues and improve support outcomes
• Ensure adherence to escalation protocols, documentation standards, and knowledge management practices
• Support operational readiness for new products, releases, and enhancements
• Prepare and present performance insights, operational updates, and issue trends to leadership

Requirements

The ideal candidate brings strong experience in client support operations, team leadership, and data-driven service improvement within enterprise or healthcare technology environments.

• 6+ years of experience in technical support, application support, client services, or related operational support roles
• 2+ years of people management experience, including coaching, performance management, and team development responsibilities
• Experience handling escalated client issues in a high-touch, client-facing support environment
• Strong ability to interpret operational metrics and service data to drive performance improvements
• Experience working cross-functionally with Product, Engineering, or Platform teams to resolve complex issues
• Familiarity with enterprise software, SaaS platforms, or healthcare technology solutions is strongly preferred
• Knowledge of ITIL or other service management frameworks is an advantage
• Strong leadership, communication, and stakeholder management skills
• Ability to manage competing priorities in fast-paced operational environments
• Bachelor’s degree in Information Technology, Computer Science, Business, Healthcare Administration, or equivalent experience

Benefits

• Competitive salary aligned with experience and market benchmarks
• Opportunity to lead a high-impact client support operations team
• Exposure to enterprise healthcare technology and complex solution environments
• Career growth in operations, service leadership, and customer experience management
• Collaborative, cross-functional work environment
• Opportunity to influence process improvement and operational strategy
• Health and wellness benefits (as per company policy)
• Inclusive and diverse workplace culture

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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