Overview
Customer Experience Associate Manager (L1 Customer Care) to lead day-to-day Clinicals customer-support operations for athenahealth workflows. The role is a hybrid position based in Chennai, India, combining team leadership with operational oversight and process improvement.
What you'll do
- Lead day-to-day Clinicals customer support operations while meeting service levels, quality standards, and productivity goals.
- Coach and develop team members through regular feedback, performance conversations, and skill-building.
- Manage escalations and complex customer issues with timely follow-up and effective resolution.
- Analyze service metrics, trends, and root causes to improve workflows and optimize operations.
- Partner with cross-functional stakeholders to improve customer experience and align on service priorities.
- Monitor performance across customer satisfaction, turnaround time, case quality, and operational adherence.
- Implement process improvements to strengthen consistency and reduce avoidable rework.
What you'll need
- Bachelor’s degree or equivalent practical experience in customer support, operations, healthcare services, or related fields.
- 8 to 12 years of experience in customer support, service operations, healthcare operations, or a similar environment.
- Experience leading people in a team-based environment with coaching, feedback, and performance support.
- Experience managing escalations and resolving complex customer or operational issues.
- Experience with process improvement, root-cause analysis, or continuous improvement methods.
- Experience using data to monitor service performance and identify trends and recommended actions.
- Strong critical thinking, communication, and people management skills.
Details
- Location: Chennai, India.
- Work mode: Hybrid.
- Support a 24/7 operational environment.
Read the full description and apply on the company’s own careers page.
NewPosted today
