Senior Manager, Support

About the Role

As the Senior Manager, Support leading our Scientific teams, you will manage Client Support staff members and the work they perform to support our clients. You will drive process and performance improvement to meet or exceed customer expectations, focusing the team to provide reliable and solution-oriented support while holding staff accountable to consistent process and improved performance. This is a key leadership position in the Client Experience department that influences local and global strategy and requirements.

Building an AI-first organization is central to Clinisys’ purpose. 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—regardless of role or function—to work confidently with AI-enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve.

Responsibilities

• Directs the definition and execution of product support functions, including leading managers in the support function to ensure efficient, high-quality processes, adequate response times, and quality for service and product issue resolution.
• Manages consistent metrics for the Client Support organization, including customer support backlog and trends in customer concerns to find root causes.
• Provides solutions to process issues and implements changes across all staff through education and communication.
• Drives continuous service improvement efforts measured by customer feedback and metrics, including management of customer concerns and service request management, trend analysis, and reporting.
• Plans and allocates resources to ensure team availability to resolve customer issues quickly and within service level standards.
• Develops strong business partnerships with other internal departments.
• Recommends changes to products or services to fulfill customer needs and works with peers to refine and implement those changes.
• Accountable for talent development of direct staff to ensure adequate resources and succession planning, including new hire selections, training, appraisals, rewards and recognition, disciplinary action, and ongoing guidance, direction, and mentoring.
• Provides project management oversight for key departmental initiatives.
• Supports the organization by referring clients, providing client information to other departments as appropriate, and responding to inquiries from other areas of the organization.
• Serves as a key member of the senior leadership team in North America, representing the Support function in guiding the overarching strategy.
• Collaborates with other senior leaders to ensure that support operations contribute meaningfully to strategic goals and organizational growth in the region.
• Ability to be on-call on a rotational basis in a 24/7 environment.
• All other duties and responsibilities as assigned.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Laboratory Science, or a related technical discipline.
• 6–8 years of progressive experience in software product support, preferably in a global or enterprise environment.
• Proven track record of building strategic business partnerships, enhancing client satisfaction, and driving process and performance improvements.
• 3 years of leadership experience managing cross-functional or geographically distributed support teams.
• Proven ability to use AI and emerging technologies responsibly to enable more efficient, consistent, and scalable ways of working.

Preferred Qualifications

• MBA, Master’s in Technology, or equivalent advanced degree with a focus on operations, leadership, or global business strategy.
• Exposure to laboratory systems, with an understanding of regulatory and data privacy considerations.
• Formal presentation and stakeholder engagement skills, with experience influencing senior leadership and external partners.
• Strong familiarity with enterprise software support models, including escalation management, service level adherence, and customer satisfaction metrics.

Skills

• Demonstrated ability to coach, develop, and mentor teams.
• Positive problem-solving mindset, seeking solutions and process improvements to enhance performance.
• Ability to perform detailed analysis and utilize out-of-the-box thinking to identify solutions.
• High level of organizational and communication skills required for all aspects of daily duties.
• Advanced ability to communicate both in writing and verbally.
• Maintain a continuous improvement mindset and ability to think broadly about business decision implications.

Physical Requirements

• Work is performed in a typical office setting with minimal exposure to health or safety hazards—prolonged periods of sitting at a desk and working on a computer.
• Less than 20% travel may be required to client sites that can pose risks associated with healthcare organizations.
• Moderate lifting/carrying (15-44 lbs.); use of fingers; walking/standing 2-6 hours.
• May be required to follow customer location health and safety requirements.

Pay

The starting pay range for a candidate selected for this position is generally between $120,000 - $150,000 for an annual base salary. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.