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Senior role, metro location, known employer, but healthcare EHR niche limits applicant pool.
EHR and healthcare support preference reduces transferability, though general support operations skills remain somewhat transferable.
Explicit 8–12 years requirement plus leadership and domain experience increases filtering strictness.
Lead day-to-day operations and people management for Clinicals customer support team, ensuring service levels, quality, productivity, and 24/7 coverage.
Manage escalations and complex customer issues with timely resolution and clear communication across teams.
Analyze service metrics and implement process improvements to optimize workflows and enhance customer experience.
Bachelor’s degree or equivalent experience in customer support, operations, healthcare, or related field.
8 to 12 years of experience in customer support, service or healthcare operations with team leadership responsibility.
Experience managing escalations, process improvement, root-cause analysis, and using data to monitor service performance.
Ability to work in a hybrid role based in Chennai supporting a 24/7 operational environment; travel up to NA% annually.
Experienced leader with strong people management skills including coaching and performance development in a customer support or healthcare operations context.
Proficient in analyzing operational metrics and using data-driven insights to improve service delivery and workflow efficiency.
Comfortable managing complex escalations and collaborating cross-functionally to drive customer satisfaction and operational excellence.