Senior Technical/ Engineering Manager

About the Role:-

Senior Technical/ Engineering Manager - Delivery
will lead and shape the company's customer service strategy to ensure an exceptional customer experience. This role involves overseeing all aspects of the

support function, including contact centers, support teams, and service delivery channels. The

ideal candidate will be a strategic leader with a strong background in customer service

management, team development, and data-driven decision-making. They will be responsible for

setting and achieving key performance indicators (KPIs), fostering a customer-centric culture, and

collaborating with cross-functional teams to drive continuous improvement.

Key Responsibilities:

Customer Support Operations

● Oversee all customer support functions including phone, email, chat, and ticketing systems

● Ensure first-contact resolution rates meet or exceed organizational targets (typically 90%+)

● Monitor and improve average response time, resolution time, and customer satisfaction scores

● Implement support best practices and industry standards (ITIL, Six Sigma, Lean methodologies)

● Manage support ticket systems, knowledge bases, and documentation

● Create and maintain standard operating procedures (SOPs) and process documentation

● Ensure 24/7 support coverage and shift management for mission-critical healthcare systems

Customer Satisfaction & Quality Assurance

● Develop and implement quality assurance programs for support interactions

● Monitor customer satisfaction metrics (CSAT, NPS, CES)

● Conduct regular quality audits and feedback sessions

● Implement corrective action plans based on quality metrics

● Manage customer escalations and complex issue resolution

● Build and maintain strong relationships with key customers and healthcare organizations

Strategic Planning & Process Improvement

● Develop comprehensive customer support strategies aligned with business goals

● Identify opportunities for process automation and operational efficiency

● Implement new tools, technologies, and support platforms (ticketing, CRM, AI-powered solutions)

● Analyze support trends and industry best practices to improve service delivery

● Create and present reports on departmental performance to senior management

● Budget planning and cost management for the support department

Leadership & Team Management

● Build, mentor, and lead a high-performing customer support team of professionals

● Establish and maintain team performance metrics, KPIs, and departmental goals

● Conduct performance reviews, career development planning, and talent management

● Create a culture of excellence, accountability, and continuous improvement

● Manage recruitment, onboarding, and retention of support staff

● Provide training and professional development opportunities

Healthcare Compliance & Risk Management

● Ensure all support operations comply with HIPAA, HITECH, and other healthcare regulations

● Maintain data security and patient privacy standards

● Implement security training and awareness programs for support team

● Document and manage audit trails for compliance purposes

● Manage risk mitigation strategies for support operations

Training & Knowledge Management

● Develop and maintain comprehensive product training programs

● Create and update support documentation, FAQs, and knowledge base articles

● Conduct regular training sessions on product updates and new features

● Implement certification programs for support staff

● Establish peer-learning and mentorship programs

Stakeholder Communication

● Collaborate with product, engineering, sales, and success teams

● Communicate customer feedback and support insights to product management

● Present quarterly business reviews and performance metrics to leadership

● Participate in executive leadership meetings and strategic planning sessions

Technical Knowledge

● Strong knowledge on Microsoft .NET and .NET CORE

● Strong knowledge on Jquery, Javascript, AngularJS, ReactJS

● Strong knowledge on Sqlserver required

● Strong understanding of EHR systems, healthcare workflows, and clinical terminology

● Knowledge of healthcare compliance (HIPAA, HITECH, HL7 standards)

● Proficiency with support ticketing systems (Jira, Servicedesk, etc.)

● Familiarity with Interface platforms and customer success tools

● Working knowledge of healthcare IT infrastructure and integrations

● Basic understanding of SQL, APIs, and system troubleshooting

Leadership Competencies

● Excellent leadership, people management, and team-building skills

● Strong communication and interpersonal abilities

● Strategic thinking and business acumen

● Problem-solving and decision-making capabilities

● Change management and process improvement experience

● Ability to balance customer needs with operational efficiency

● Emotional intelligence and ability to manage difficult situations

Personal Attributes:

● Passionate about healthcare technology and improving patient care

● Results-oriented with focus on achieving KPIs and business goals

● Collaborative and team-oriented approach

● Continuous learner and industry follower

● Problem-solver with analytical thinking

● Excellent communicator at all levels

● Professional and ethical conduct

Experience:

* 18-20 years of extensive experience in software industry.

* Proven experience in a customer service leadership role, with a track record of successfully

managing a large team.

* Exceptional leadership and people management skills, with the ability to motivate and inspire

a team to achieve high performance.

* Strong analytical and data interpretation skills, with the ability to summarize findings and

make data-driven decisions.

* Excellent communication, interpersonal, and conflict-resolution skills.

* Proficiency with customer service software and other relevant tools.

* Knowledge of customer service best practices and industry trends.

* Ability to thrive in a fast-paced and dynamic environment.

Preferred Qualifications:

* Bachelor's or Master's degree in Business, Communications, or a related field.

* Experience in a US Health care domain is mandatory.