client operations manager

Wrapbook

<div>About Us:
Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team&mdash;production, accounting, cast, and crew&mdash;all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.
Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry&rsquo;s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg&rsquo;s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position. 
The Opportunity: Client Operations Program Manager (Remote - US/Canada)
The Client Operations Program Manager is responsible for driving execution across Wrapbook's Client Operations organization- spanning Customer Success, Customer Support, Implementation, Payroll Operations, Workers Compensation, Vendor Payments, and other teams. This role exists to close the gap between strategy and execution: turning priorities into plans, plans into shipped outcomes, and outcomes into visible, measurable progress.
This is not a coordinator role. The Program Manager operates with a high degree of autonomy, takes ownership of cross-functional initiatives from discovery through delivery, and is expected to produce executive-ready artifacts, facilitate decision-making, and hold stakeholders accountable- including people who don't report to them.
Success at this level means leadership bandwidth is multiplied, cross-functional work lands with fewer surprises, and &quot;important but not urgent&quot; initiatives don't stall.
What You'll Do<h3 class="jobSectionHeader">
Program Execution &amp; Strategic Discovery</h3><ul><li>
Maintain a centralized, real-time view of all active Client Ops programs, projects, and initiatives &mdash; including owners, timelines, milestones, and status</li><li>
Run operational planning rhythms: quarterly planning support, initiative reviews, weekly status reporting</li><li>
Lead discovery work across Client Ops functions &mdash; Customer Support, Customer Success, Implementation, PayOps, TaxOps, Union Payroll, Workers' Comp, and Payments</li><li>
Translate ambiguous problems into structured proposals, decision documents, and execution plans</li><li>
Surface risks and blockers early; propose and drive mitigation strategies before they become fires</li><li>
Create reporting mechanisms that give clear visibility to the Client Operations leadership team</li><li>
Hold cross-functional stakeholders accountable to commitments &mdash; including Product, Finance, EPD, RevOps, and GTM</li><li>
Ensure &quot;important but not urgent&quot; work gets done consistently &mdash; not just the reactive, squeaky-wheel stuff</li></ul><h3 class="jobSectionHeader">
Cross-Functional Initiative Ownership</h3><ul><li>
Serve as the Directly Responsible Individual for initiatives that cut across teams and would otherwise stall without clear ownership</li><li>
Facilitate decision-making: run DACIs, tradeoff discussions, and alignment sessions</li><li>
Manage dependencies across Client Ops, Product &amp; Engineering, Finance, and GTM</li><li>
Build durable systems and clean documentation &mdash; not one-off fixes that create debt later</li><li>
Ensure clean handoffs when work transitions between teams</li></ul><h3 class="jobSectionHeader">
Operational Communication &amp; Visibility</h3><ul><li>
Own the narrative on Client Ops execution &mdash; status updates, initiative briefs, and risk flags to senior leadership</li><li>
Keep the SVP and Director informed without requiring them to chase status</li><li>
Produce artifacts that are clear, concise, and decision-ready</li><li>
Represent Client Ops in cross-functional planning forums</li></ul>
What You'll Have:<ul><li>
5+ years in program management, strategic operations, business operations, or an equivalent role</li><li>
Prefer Experience in a Series B/C SaaS or similarly operationally complex environment</li><li>
Track record of driving ambiguous, cross-functional initiatives from discovery to delivery</li><li>
Experience building dashboards, planning frameworks, and operational documentation</li><li>
Proficiency in tools like Notion, Linear, Salesforce, and Omni Analytics (or similar)</li><li>
Strong written communicator &mdash; able to produce executive-ready artifacts independently</li><li>
Skilled at influencing without authority across multiple functions and levels</li><li>
Strong judgment; knows when to escalate and when to decide</li><li>
High ownership, low ego &mdash; comfortable doing the unglamorous work that makes everything else run</li><li>
Active, fluent use of AI tools (e.g. Claude, ChatGPT, etc) as a core part of how you work &mdash; for drafting, synthesis, research, and building automations. This is not optional; we expect this person to be operating at a fundamentally different speed and output level because of how they use AI</li></ul> 
Why Join Us
At Wrapbook, creativity meets technology &mdash; and not just in the product.
In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you&rsquo;ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:<ul><li>
Unlimited Paid Time Off</li><li>
Work from anywhere in Canada and USA</li><li>
Health and Dental benefits</li><li>
Up to $1,500 USD/ $2,025 CAD towards IT set up for your home</li><li>
Up to 2% matching RRSP / 401K</li><li>
Learning and Development opportunities</li><li>
Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service</li></ul>
Our Pledge to Fostering an Inclusive and Safe Workplace:
Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.
Apply Now
Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!
#LI-Remote
Compensation Range: $110.4K - $174K</div>

Client Operations Program Manager

Loom Talent

<div>
 
 
 Operations Manager - Warehouse &amp; Client Services (Inglewood, Los Angeles)
 
 
 
 Loom Talent is recruiting an Operations Manager - Warehouse &amp; Client Services for a client specialising in the storage and distribution of luxury products, delivering a high-end "white glove" service where quality and customer care are essential.
 
 
 The Operations Manager - Warehouse &amp; Client Services will oversee warehouse and field operations, ensuring safe, efficient, and accurate handling of inventory, deliveries, and installations. You will lead teams across shipping &amp; receiving, drivers, installers, inventory control, and customer service, while driving operational improvements and meeting KPIs.
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead and develop warehouse and field teams
 </li>
 <li>
 Oversee receiving, storage, inventory management and order fulfilment
 </li>
 <li>
 Coordinate delivery routes and installation schedules
 </li>
 <li>
 Implement SOPs to ensure safety, accuracy and compliance
 </li>
 <li>
 Monitor inventory accuracy and quality control processes
 </li>
 <li>
 Manage inbound and outbound shipping workflows
 </li>
 <li>
 Track KPIs and drive process improvements
 </li>
 <li>
 Resolve escalated operational or customer issues
 </li>
 <li>
 Support budgeting, staffing and resource planning
 </li>
 </ul>
 
 
 Requirements
 
 
 <ul>
 <li>
 5+ years' operations, warehouse, or logistics management experience
 </li>
 <li>
 Strong leadership and team management skills
 </li>
 <li>
 Experience with inventory/WMS systems
 </li>
 <li>
 Data-driven with a focus on performance improvement
 </li>
 <li>
 Excellent organisation, communication, and problem-solving skills
 </li>
 <li>
 Knowledge of safety regulations
 </li>
 <li>
 Ability to manage multiple priorities in a fast-paced environment
 </li>
 </ul>
 
 
 Additional Information
 
 
 <ul>
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 Competitive salary and benefits
 </li>
 <li>
 On-site role in Inglewood, 5 days per week
 </li>
 <li>
 Applicants must live within a commutable distance
 </li>
 </ul>
</div>

Operations Manager - Warehouse & Client Services

DataPath, Inc.

Role SummaryThe BPO Operations Manager provides leadership and oversight for both the Contact Center and Client Operations teams. This role manages the Contact Center Supervisor and Client Operations Supervisor, ensuring alignment across service delivery, operational performance, compliance, and continuous improvement initiatives.Key Responsibilities<ul><li>Lead, coach, and support supervisors responsible for contact center and client operations.</li><li>Own overall operational performance including SLAs, quality, productivity, backlog management, participant and employer experience.</li><li>Establish and monitor KPIs, dashboards, and reporting to drive accountability and decision-making.</li><li>Partner with Product, Technology, Compliance, and Client teams to improve workflows, tools, and automation.</li><li>Ensure consistent application of policies, SOPs, training standards, and compliance requirements across teams.</li><li>Support workforce planning, hiring, onboarding, and capacity management in collaboration with HR.</li><li>Identify process improvement opportunities and lead operational initiatives to improve efficiency, accuracy, and scalability.</li></ul>Required Qualifications<ul><li>Bachelor&rsquo;s degree in business, healthcare administration, operations management, or a related field.</li><li>5+ years of operations leadership experience in a contact center, back office, or regulated services environment.</li><li>Proven experience managing supervisors or managers.</li><li>Strong analytical, organizational, and leadership skills.</li><li>Experience working with performance metrics, SLAs, and continuous improvement frameworks.</li><li>Must be able to pass a background check.</li></ul>Preferred Qualifications<ul><li>Experience in benefits administration, healthcare services, financial services, or other regulated environments.</li><li>Working knowledge of HIPAA, IRS regulations, and benefit account administration.</li></ul>Pay: $75,000.00 - $95,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Retirement plan</li><li>Vision insurance</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Call center management: 5 years (Preferred)</li></ul>Work Location: Remote

Operations Manager (Contact Center & Client Operations)

ASPIRE 92 (SMC-PRIVATE) LIMITED

Job Description:Aspire 92 is seeking an experienced Online Platform Manager to oversee and enhance our digital andUpwork-based operations supporting financial projects and client engagement. The ideal candidatewill combine strong financial knowledge with digital management expertise to ensure seamlessplatform performance, efficient workflows, and client satisfaction.Key Responsibilities:<ul><li>Manage and optimize online platforms, including Upwork, for financial and client operations.</li><li>Collaborate with finance, IT, and operations teams to improve efficiency and service quality.</li><li>Monitor analytics, performance metrics, and client interactions to drive improvement.</li><li>Coordinate with vendors and teams for platform updates, troubleshooting, and reporting.</li></ul>Requirements &amp; Qualifications:<ul><li>Bachelor&rsquo;s degree in Finance, Business, or related field (MBA preferred).</li><li>5+ years of experience in platform management within the finance or fintech sector.</li><li>Strong understanding of Upwork operations, client management, and reporting.</li><li>Proficiency with analytics tools, CRMs, and MS Excel.</li><li>Experience working with US-based clients is a plus.</li></ul>Skills:<ul><li>Detail-oriented and organized</li><li>Excellent communication and teamwork</li><li>Proactive and results-driven mindset</li></ul>Job Type: Full-timeWork Location: Hybrid remote in Karachi

Digital Platform Manager

SpotLight Media

<div><h3 class="jobSectionHeader">About Spotlight Media</h3>
Spotlight Media is a leading TikTok Shop Partner agency, scaling some of the most recognizable brands in the new age of social commerce. Unlike traditional agencies, we don&rsquo;t believe in cookie-cutter playbooks&mdash;every strategy we craft is custom-built to unlock our clients&rsquo; full potential on TikTok Shop. As a TikTok Shop&ndash;only agency, our entire focus, from the initiatives we pursue to the talent we hire, is singularly dedicated to driving growth on the platform.
We&rsquo;ve guided brands through the full funnel- from launch to scaling into the millions in GMV-and we&rsquo;re just getting started.
We believe the future of e-commerce is social. That&rsquo;s why we&rsquo;re building a team of high-agency individuals who thrive on ownership, autonomy, and speed. Spotlight is not just a place to execute campaigns&mdash;it&rsquo;s a blank canvas where ambitious people can build real leverage, take on increasing responsibility, and grow into senior operators quickly. Our culture is high-performing, entrepreneurial, and unapologetically ambitious.
Join us, and you&rsquo;ll have the trust, resources, and runway to redefine what&rsquo;s possible for the world&rsquo;s leading brands.<h3 class="jobSectionHeader">
Role Overview</h3>
We're looking for an Account Manager based in Los Angeles. This will be a remote role but due to our client needs you need to be based in Los Angeles.
 
 
You&rsquo;ll be the execution engine for TikTok Shop accounts, working directly under a Senior Account Manager. You&rsquo;ll help translate strategy into action, keep projects moving, maintain shop health, and deliver consistent, high-quality execution across teams.
This is a learn-by-doing role designed for high-agency operators who want to grow fast. Early on, you&rsquo;ll focus on execution and account operations. As you demonstrate judgment, reliability, and ownership, your scope will expand into growth initiatives, client leadership, and strategy-with a clear path to Senior Account Manager typically within 6&ndash;12 months for strong performers.<h3 class="jobSectionHeader">
What You&rsquo;ll Do</h3>
Client Operations &amp; Communication<ul><li>
Run the account operating rhythm: prep agendas, take notes, track action items, and send crisp recaps for WBRs/MBRs/QBRs.</li><li>
Build and maintain 30-60-90 day plans for each client; update owners, timelines, and success metrics weekly.</li><li>
Draft client updates and deck slides; translate performance data into clear narratives and concrete next steps.</li><li>
Manage tickets and issues, chase dependencies, and keep all stakeholders aligned and on timeline.</li></ul>
TikTok Shop Execution &amp; Health<ul><li>
Own day-to-day Seller Center hygiene: PDP checks (titles, attributes, images), catalog updates, and compliance follow-ups.</li><li>
Monitor and report account-health metrics (e.g., Late Dispatch Rate, Valid Tracking Rate, cancellations/refunds) and flag risks early.</li><li>
Launch and coordinate promotions (bundles, coupons, seasonal events) with Content and Media teams.</li><li>
Support troubleshooting for approvals or policy issues by organizing evidence, timelines, and escalation documentation.</li></ul>
Cross-Functional Orchestration (No Content Creation)<ul><li>
Write airtight briefs for Content and Creative teams; track revisions against SLAs and quality bars.</li><li>
Partner with Media and Analytics on dashboards, UTM hygiene, and weekly performance readouts (GMV, CTR, CVR, AOV, refunds).</li><li>
Coordinate with Ops and Logistics on fulfillment readiness and customer experience status.</li></ul>
Data, QA, and Process<ul><li>
Maintain source-of-truth documentation in Notion: trackers, risk logs, promo calendars, and asset libraries.</li><li>
Perform QA checks before delivery (accuracy, links, pricing, promo eligibility, compliance).</li><li>
Contribute to and improve playbooks and SOPs; capture lessons learned in retros to help the team move faster over time.</li></ul><h3 class="jobSectionHeader">
What You&rsquo;ll Learn &amp; Growth Trajectory</h3><ul><li>
Shadow your Senior AM on strategy development, escalations, negotiations, and QBR storytelling.</li><li>
Gradually take point on client calls, scope changes, and mini-initiatives (e.g., a seasonal promo or creator activation).</li><li>
Expand from execution ownership strategy as you consistently hit scorecard targets.</li><li>
Clear, merit-based path to Senior Account Manager, with increasing responsibility, influence, and compensation as your scope grows.</li></ul><h3 class="jobSectionHeader">
Success Metrics</h3><ul><li>
Delivery reliability: On-time/on-brief execution; rework rate trending down.</li><li>
Communication quality: Clear recaps, fast response times, and strong stakeholder CSAT.</li><li>
Business impact: Tangible contribution to GMV growth initiatives and promotional performance.</li></ul><h3 class="jobSectionHeader">
You Will Be a Fit If</h3><ul><li>
You&rsquo;re a strategic thinker who wants to learn through hands-on execution.</li><li>
You have high agency and enjoy taking ownership without needing constant direction.</li><li>
You&rsquo;re a checklist sniper who loves moving complex projects from &ldquo;idea&rdquo; to &ldquo;done.&rdquo;</li><li>
You write crisp, client-ready updates and can turn metrics into simple stories with clear actions.</li><li>
You&rsquo;re TikTok-native and curious about how TikTok Shop mechanics drive conversion.</li><li>
You get energy from organizing chaos&mdash;briefs, timelines, QA, and follow-through are your happy place.</li><li>
You have a builder mindset: you document, templatize, and leave systems better than you found them.</li><li>
You actively seek feedback and want to grow into a Senior AM quickly.</li></ul><h3 class="jobSectionHeader">
What You Bring (Requirements)</h3><ul><li>
1&ndash;7+ years in e-commerce, marketplaces, digital marketing, consulting, or client-facing operations (agency experience a plus).</li><li>
Strong project management skills: task tracking, timelines, stakeholder coordination.</li><li>
Proficiency in Google Sheets/Excel; comfort working with dashboards and basic analysis (filters, pivots, lookups).</li><li>
Excellent written and verbal communication with a strong service mindset.</li><li>
Familiarity with TikTok as a consumer platform and eagerness to master TikTok Shop (we&rsquo;ll train you on our playbooks).</li><li>
Strong bonus: experience with TikTok Shop, Seller Center, or marketplace operations.</li></ul><h3 class="jobSectionHeader">
Why You&rsquo;ll Love Working With Us</h3><ul><li>
High autonomy and real ownership from day one&mdash;no micromanagement.</li><li>
Direct exposure to top-tier brands and the fastest-growing corner of e-commerce.</li><li>
A growth-first culture that rewards builders, not seat-warmers.</li><li>
Mentorship from Senior AMs and leadership with a clear, merit-based growth path.</li><li>
Competitive compensation, performance upside, and flexible/hybrid work (location dependent).</li></ul>
Compensation Range: $65K - $108.5K</div>

Account Manager - Los Angeles

Surgical Information Systems

<div>For over 30 years, Surgical Information Systems (SIS) has empowered surgical providers to Operate Smart&trade; by delivering innovative software and services that drive clinical, financial, and operational success. For ambulatory surgery centers (ASCs), SIS provides comprehensive software and services, including ASC management, electronic health records (EHRs), patient engagement capabilities, compliance technology, and revenue cycle management and transcription services, all built specifically for ASCs. For hospital perioperative teams, SIS offers an easy-to-use anesthesia information management system (AIMS).
 
Serving over 2,900 surgical facilities, SIS is committed to delivering solutions that enable surgical providers to focus on what matters most: delivering exceptional patient care and outcomes. 


Recognized as the No. 1 ASC EHR vendor by Black Book for 10 consecutive years and honored with the Best in KLAS Award for ASC Solutions in 2025, 2023, and 2022, SIS remains the trusted choice for surgical providers seeking to enhance their performance. SIS has been recognized as a Top Workplace USA for 6 years in a row.

Surgical Information Systems is seeking a Manager, Transcription Operations, to assist with transcription quality assurance activities related to the quality, reliability, and compliance of HIPAA regulations. The Manager, Transcription Operations provides guidance to transcription teams in order to maintain quality in our deliverables. This position is responsible for supervising the work of account managers, client support specialists, quality control specialists and transcriptionists organizing and monitoring work process. This is a remote based position in the USA.ESSENTIAL DUTIES/ RESPONSIBILITIES: 

<ul>
<li>Resolve product or service problems by clarifying the client's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution</li>
<li>Serve as a trusted and knowledgeable advisor for clients&rsquo; administrative, IT, and business leadership</li>
<li>Manage email queue and reply to clients in a timely manner</li>
<li>Manage and solve conflicts affecting the account by coordinating, facilitating, and operating across internal/external cross-functional partners and relationships</li>
Ensure renewal for key accounts by driving in-depth business activities throughout the client lifecycle<li>- from deployment and adoption to workflow transformation</li>
<li>Take ownership of clients issues and follow problems through to resolution</li>
<li>Intercept large amounts of incoming calls</li>
<li>Manage workflow of the Quality Control Specialists and workflow of MTs to ensure TAT</li>
<li>Build sustainable relationships of trust through open and interactive communication</li>
<li>Provide accurate, valid, and complete information by using the right methods/tools</li>
<li>Reach out to clients and verify account information</li>
<li>Work with Director, Client Operations to ensure proper client service is being delivered, and to improve client service experience</li>
<li>Work with onboarding to ensure that client specifics are obtained during onboarding process by either attending the meeting and presenting or receiving the update from the Onboarding Client &amp; Training Specialist</li>
<li>Keep records of client interactions, file documents, client service actions, client templates and discussions</li>
<li>Manage on call shift after hours and weekends</li>
<li>Train and assist in development of new hires</li>
<li>Salesforce experience</li>
<li>Offer suggestions to leadership team in order to improve company processes</li>
<li>Nothing in this job description restricts management&rsquo;s right to assign or reassign duties and responsibilities to this job at any time</li>
</ul>
EDUCATION DESIRED:

High school graduate 


SPECIFIC KNOWLEDGE &amp; SKILLS REQUIRED:
<ul>
<li>2 years of experience in healthcare administration</li>
<li>Strong written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate information clearly and effectively throughout all levels of the organization</li>
<li>Strong analytical skills with the ability to seek underlying assumptions through probing, questioning, and listening</li>
<li>Computer skills and proficiency in MS Word, Excel, PowerPoint, Teams, and Outlook</li>
<li>Registered Health Information Technician (RHIT) or Registered Health Information Administrator (RHIA)</li>
<li>Ability to work independently and as part of a team</li>
<li>Strong attention to detail and speed while working within tight deadlines</li>
<li>Exceptional ability to follow oral and written instructions</li>
<li>A high degree of flexibility and professionalism</li>
</ul>
SUPERVISORY RESPONSIBILITIES:

Manages a Team 


BENEFITS:

Benefit package including Medical, Vision, Dental, Short Term Disability, Long Term Disability, and Life Insurance 

<ul>
<li>Vacation/Sick time</li>
<li>401(k) retirement plan with company match</li>
<li>Paid Holidays</li>
<li>SIS Cares Day to volunteer at a charity of your choice</li>
<li>Fully Remote</li>
</ul>
We believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, protected veteran status, and all other protected statuses. 


Surgical Information Systems is an Equal Opportunity Employer and complies with applicable employment laws. M/F/D/V/SO are encouraged to apply. 


At this time we are unable to sponsor H1B candidates</div>

Manager Medical Transcription Operations - Remote

CliniSys

<div>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&mdash;not simply transactional issue handling&mdash;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&rsquo; AI Philosophy
Building an AI first organization is central to Clinisys&rsquo; 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&mdash;regardless of role or function&mdash;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.
Essential Functions
Operational Performance &amp; Governance<ul><li>Own and maintain the support operating rhythm (daily/weekly/monthly reviews), ensuring reliable visibility into performance, productivity, backlog, and service quality.</li><li>Define, monitor, and continuously improve service performance metrics for the Client Support organization, including quality indicators, throughput, timeliness, and client feedback trends.</li><li>Produce and present routine performance reporting and actionable insights for leadership stakeholders, translating trends into prioritized operational actions.</li></ul>
Continuous Improvement &amp; Root-Cause Resolution<ul><li>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.</li><li>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.</li><li>Drive continuous service improvement initiatives based on quality metrics and customer feedback, including service request management, trend analysis, and operational corrective actions.</li><li>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.</li><li>Partner with Product, Engineering, and other teams to reduce avoidable support demand through defect reduction, usability improvements, and proactive enablement.</li></ul>
Resource Planning &amp; Service Delivery<ul><li>Plan and allocate resources to ensure appropriate coverage and responsiveness to client needs, including management of backlog, peak demand periods, and priority client issues.</li><li>Maintain a consistent approach to escalation, service recovery, and communication during high-impact client issues.</li><li>Provide leadership oversight for critical incidents as needed; rotational on-call participation may be required in a 24/7 environment.</li></ul>
Cross-Functional Partnership &amp; Stakeholder Support<ul><li>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).</li><li>Support the broader organization by enabling reference-able clients where appropriate, providing client information, and responding to internal inquiries with professionalism and appropriate discretion.</li></ul>
People Leadership &amp; Talent Development<ul><li>Lead and develop a team of client support professionals through coaching, mentoring, and consistent performance expectations aligned to standard processes and client-focused outcomes.</li><li>Promote a culture of accountability, learning, and operational excellence through consistent execution and continuous improvement.</li></ul>
Other<ul><li>Perform other duties and responsibilities as assigned.</li></ul>
Skills Needed to Be Successful<ul><li>Comfort using data, automation, and emerging AI‑enabled tools to inform decisions, surface insights, and improve operational outcomes.</li><li></li><li>Strong analytical and problem-solving capability with a continuous improvement mindset and solution orientation.</li><li>Ability to interpret trends, identify root causes, and translate data into practical operational improvements.</li><li>Strong organizational and communication skills, including the ability to influence cross-functional partners and align stakeholders.</li></ul>
Required Experience &amp; Education<ul><li>BA/BS Degree in Technology, Medical field, a related discipline, or equivalent relevant experience.</li><li>5&ndash;7 years of experience in a product support, client support, or service delivery environment.</li><li>Demonstrated experience leading cross-functional operational improvements, building business partnerships, and driving measurable improvements in client experience and service performance.</li><li>3 years of supervisory/people leadership experience.</li></ul>
Preferred Experience &amp; Education<ul><li>Familiarity with software development lifecycles and technical support processes.</li><li>Exposure to the Healthcare and/or IT industry.</li><li>Experience with support tooling and analytics (e.g., ticketing systems, knowledge management, dashboards).</li></ul>
Supervisory Responsibilities
Team size and structure may vary based on business needs.
Benefits &amp; Compensation
Our benefits are designed to support employees at work and in life, including health and wellness benefits, 401(k), stock incentive programs, paid time off, parental leave, and tuition assistance (eligibility may vary by employment status and location).
The starting pay range for a candidate selected for this position is generally within the range of $101,600 to $134,300 in annual base salary. Actual compensation will be based on factors such as work location, qualifications, and experience.
Physical Requirements<ul><li>Work is performed remotely or in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 10 pounds with assistance as part of office routine</li><li>30% Travel may be required</li><li>Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours</li><li>Exposure to hazardous materials or various weather conditions</li><li>Travel to client sites that can pose risk associated with healthcare organization</li><li>May be required to follow customer location health and safety requirements</li></ul>
Clinisys&rsquo; Commitment to Equal Opportunity
Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
General Guidance
This job description is intended to describe the general nature and level of work performed. It does not restrict the Company from changing, reassigning, expanding or reducing the scope of responsibilities at any time.</div>

Manager, Client Experience Operations

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