Manager, Client Support Operations, Patient Experience

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Job Description: 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. 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. Education Required: 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. Experience Required: 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. License/Certification Required: ITIL or other service management certification preferred. Leadership, operations, or project management certifications preferred. Knowledge, Skills & Abilities:

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