CX Associate Manager Posting- L1 Customer Care

The Customer Experience Manager, Clinicals leads customer support operations for athenahealths Clinicals workflows and helps ensure a consistent, high-quality experience for customers. Based in Chennai, India, this is a hybrid role that combines team leadership, operational oversight, and process improvement across Clinicals support activities.

This position partners closely with cross-functional teams to improve service delivery, manage escalations, and strengthen customer satisfaction through data-informed decisions and efficient workflow design. This leader will report to the Senior Manager.

The Associate Manager in the Customer Experience team within the Clinicals zone leads customer-support operations across athenahealths Clinicals electronic health record (EHR) and Communicator workflows. The role is accountable for people leadership, day-to-day service delivery, operational performance, and a consistent customer experience across encounters, appointments, charting, documentation, fax management, and patient communications.

This leader translates service goals into clear priorities; coaches team members across Analyst and Senior Associate levels; monitors service level, quality, productivity, and customer satisfaction; and uses data and root-cause analysis to improve workflows. The role requires a customer-focused, quality-focused approach and flexibility to support a 24/7 client-support environment.

• Lead day-to-day team operations for Clinicals customer support, ensuring service levels, quality standards, and productivity goals are consistently met.
• Coach and develop team members through regular feedback, performance conversations, skill-building, and career development support.
• Manage escalations and complex customer issues with timely follow-up, clear communication, and effective resolution across internal teams.
• Analyze service metrics, trends, and root causes to identify opportunities for process improvement and workflow optimization.
• Partner with cross-functional stakeholders to improve customer experience, remove operational barriers, and align on service priorities.
• Monitor team performance across key measures such as customer satisfaction, turnaround time, case quality, and operational adherence.
• Implement process improvements that strengthen consistency, reduce avoidable rework, and support efficient support delivery.
• Support change management efforts by communicating expectations, reinforcing new processes, and helping the team adapt to updated workflows.
• Use AI-enabled tools and workflow automation thoughtfully to improve prioritization, summarize case trends, and reduce manual effort while applying human judgment to customer-impacting decisions.
• Ensure readiness to support a 24/7 customer-support environment and travel as needed up to NA% annually.

• Contribute to workforce planning, scheduling support, and coverage coordination to maintain operational continuity.
• Assist with documentation updates, process guides, and internal knowledge base improvements.
• Participate in calibration activities to support consistent quality review and coaching practices.
• Support onboarding for new team members by reinforcing role expectations and core workflows.
• Collaborate on special projects tied to customer experience, operational efficiency, or service transformation.
• Review customer feedback and internal insights to help shape improvements in service delivery.
• Provide input into team meetings, leadership updates, and status reporting as needed.
• Help maintain compliance with internal policies, service standards, and customer support procedures.

• Bachelors degree or equivalent practical experience in customer support, operations, healthcare services, or a related field.
• 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, including 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, identify trends, and recommend actions.
• Working knowledge of electronic health record (EHR) workflows, customer experience operations, or healthcare support processes preferred. Familiarity with customer support tools, case management systems, reporting dashboards, or workforce metrics preferred.
• Strong critical thinking, communication, and people management skills required. Ability to work in a hybrid model in Chennai, India and support business needs across a 24/7 operational environment.