Senior Manager, Client Support, Language Services

Job description

Job Description Welcome to AMN Healthcare — Where Talent Meets Purpose Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you. At AMN Healthcare, we don’t just offer jobs — we build careers that make a difference. Why AMN Healthcare? Because Excellence Is Our Standard: Named to Becker’s Top 150 Places to Work in Healthcare — three years running. Consistently ranked among SIA’s Largest Staffing Firms in America. Honored with Modern Healthcare’s Innovators Award for driving change through innovation. Proud holder of The Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006. Job Summary 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. This role is accountable for customer satisfaction, service levels, case quality, operational performance, technology ownership, reporting, and service improvement initiatives. The Senior Manager leads approximately 30 team members through frontline leaders and serves as the business owner for ServiceNow and contact center technologies supporting the function. The position also represents Client Support during client escalations, business reviews, enterprise initiatives, and competitive pursuits. Location: Hybrid 4 days/week in Dallas, TX, San Diego, CA, Boca Raton, FL, or Atlanta, GA Key Responsibilities Team Leadership: Lead a Client Support organization of approximately 30 employees across customer support, technical support, and service improvement functions. Hire, coach, develop leaders, manage performance, and oversee staffing, scheduling, holiday coverage, and workforce planning. Service Level Ownership: Own first-contact resolution, response time, and resolution time performance across support channels. Monitor results, report metrics, and implement corrective actions when targets are not met. Operational Analytics: Develop and maintain reporting for interaction volume, case aging, backlog management, agent productivity, quality results, and workforce forecasting. Use data to drive decision-making and investment priorities. Case Quality Management: Establish quality standards, oversee monthly audit programs, and drive continuous improvement across people, processes, and systems. ServiceNow Ownership: Act as business owner for support-related functionality, including backlog prioritization, enhancement planning, release testing, data quality management, and platform integrations. Contact Center Operations: Manage routing, queue structures, workflows, hours of operation, channel configuration, and stabilization activities following platform changes or migrations. AI and Self-Service Strategy: Partner with technology teams to implement AI-assisted support capabilities, virtual agents, self-service workflows, and knowledge-driven automation. Prioritize initiatives based on business value, interaction volume, and customer outcomes. Knowledge Management: Own knowledge-base governance, content standards, review processes, article ownership, and AI-ready content quality requirements. Enterprise Project Delivery: Lead the Client Support workstream for platform migrations, system integrations, vendor implementations, product launches, and large-scale client deployments. Client Partnership and Escalation Management: Serve as the senior operational contact for client support issues, business reviews, major incidents, and escalation communications. Partner closely with account management, implementation, billing, product, and IT teams. Education & Years of Experience Required Qualifications Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Management, Information Systems, Operations Management, or equivalent experience. 8+ years of experience in customer support, technical support, or contact center operations. At least 5 years of people leadership experience, including experience leading managers or team leaders. Experience managing organizations of 25 or more employees across multiple shifts and time zones. Healthcare industry experience within a health system, health plan, provider organization, or healthcare technology environment. Experience with ServiceNow, including case management, incident management, service catalogs, SLA reporting, upgrades, and release management. Working knowledge of incident, problem, and change management practices. Experience supporting voice, email, and case-management channels within a contact center environment. Demonstrated ability to build, analyze, and act on operational metrics, forecasts, and performance data. Experience leading enterprise initiatives such as platform migrations, integrations, or multi-site implementations. Strong executive-level communication, presentation, client relationship management, and escalation management skills. Experience applying AI solutions within support operations, including self-service, agent-assist, knowledge automation, or similar capabilities. Preferred Qualifications Language services or healthcare interpreting experience. Experience supporting EHR-integrated workflows. Experience with Epic and/or Cerner environments. Experience with Genesys or a comparable cloud contact center platform. Key Skills Client Support Leadership Customer Support Operations Technical Support Management Contact Center Operations Salesforce Administration and Reporting ServiceNow Management Operational Analytics Workforce Planning and Forecasting AI-Enabled Support Operations Knowledge Management Enterprise Project Delivery Healthcare Technology Client Relationship Management Executive Communication Continuous Improvement Work Environment / Physical Requirements Work is performed in an office/home office environment. Team Members must have the ability to operate standard office equipment and keyboards. AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job. Our Core Values ● Respect ● Passion ● Continuous Improvement ● Trust ● Customer Focus ● Innovation At AMN we embrace the ways we are similar and different; respecting all voices and ensuring everyone has the opportunity to contribute to our collective success. We acknowledge our shared responsibility to foster a welcoming environment where everyone feels recognized and valued. We cast a wide net to recruit and retain competitive talent and build healthcare workforces supportive of the communities we serve. We believe in the power of compassion and collaboration to build healthy communities where access to quality care is available to all. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. At AMN we recognize that in-person connections have value and promote collaboration. This position is remote-eligible. Candidates residing within 50 miles of an AMN hub in Atlanta, Boca Raton, Dallas, or San Diego will be assigned an on-site work arrangement and are expected in the office four days per week. Pay Rate $100,000 - $118,500 Salary Final pay rate is dependent on experience, training, education, and location.