Sutter Health · 14 hours ago
Manager, Customer Support
Los Altos, CA
Full-time
Onsite
Mid, Senior Level
$85K/yr - $128K/yr
8+ years expSutter Health is a healthcare organization, and they are seeking a Manager for Customer Support. The role involves providing operational leadership to customer support teams, ensuring efficient service delivery, compliance with standards, and managing budgets while fostering partnerships for issue resolution.
Health CareHospitalNon Profit
Responsibilities
Manages and provides operational leadership which includes one or more teams providing customer support services
Plans, organizes, and directs operations and resources to ensure effective and efficient delivery of customer support services consistent with applicable standards and regulations
Establishes protocols and practices, ensuring compliance with department, affiliate, operating unit, and/or system standards, policies and procedures, and applicable laws and regulations
Takes a strategic and tactical approach in identifying best practices and standardizing workflows/processes, and developing plans of action to implement changes
Establishes and manages capital and operational budgets to achieve financial targets via effective utilization of personnel, resources and supplies
Develops and maintains a solid partnership with internal and external peers, leaders, and/or local/state/federal agencies to facilitate and collaborate on initiatives or issues resolution
Provides guidance and/or direct intervention in resolving challenging or complex situations
Qualification
Required
Equivalent experience will be accepted in lieu of the required degree or diploma
Bachelor's: Finance, Human Resources, Business Management, or related field
8 years recent relevant experience
Demonstrated leadership skills, including team building, and coaching/mentoring with the ability to motivate and engage others
Thorough understanding of customer support and call center operations and workflows and how department's process/workflow impacts other department operations
Demonstrates understanding of business and operational requirements
Demonstrates ability to develop and manage a budget
Demonstrates tactical and analytical thinking and planning skills, and is able to develop plan to accomplish objectives, identify obstacles and resolve operational issues
Knowledge of emerging trends and how it impacts operations
Ability to build and establish effective working partnership with employees, peers and/or leaders to achieve business objectives
Demonstrates ability to handle confidential and sensitive issues
Verbal and written communication, and interpersonal skills. fluency in English
Ability to handle difficult circumstances and make sound business decisions with little direction
Demonstrates ability to work in a dynamic and fast-paced environment with changing business priorities
Organizational and time management skills, with the ability to prioritize multiple projects while delivering quality service and achieving business results
Demonstrates a customer service focus in all decisions and actions
Demonstrates ability to work/interact with a diverse population while respecting cultural and linguistic differences and fostering an inclusive work environment
Working knowledge of wage and hour laws
In-depth working knowledge of Customer Relationship Management (CRM) tools and shared services enabling technologies
Benefits
Comprehensive benefits package
Company
Sutter Health
Sutter Health is a non-profit organization operating a network of hospitals and physicians in Northern California.
10001+ employees
H1B Sponsorship
Sutter Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (16)
2023 (14)
2022 (21)
2021 (24)
2020 (30)
Funding
Current Stage
Late StageTotal Funding
$27.17MKey Investors
Department of Health Care Services
2025-05-19Grant· $23M
2016-11-22Grant· $1.2M
2013-10-09Grant· $2M
Leadership Team
Megan Gillespie
Chief Executive Officer
Warner L. Thomas
Chief Executive Officer
Recent News
2025-11-19
2025-11-19
Company data provided by crunchbase