Zelis · 18 hours ago
Senior Manager, Client Incident Management
New Jersey, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$105K/yr - $140K/yr
8+ years expZelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. The Senior Manager of Client Incident Management is responsible for evolving and scaling the Client Incident management framework, driving timely resolution of client incidents, analyzing trends, and implementing process improvements.
FinanceFinTechHealth Care
No H1B
Responsibilities
Own the design and continuous improvement of the Client Incident management process, ensuring scalability and efficiency as the business grows
Establish governance standards for client incident handling, escalation, and resolution, with measurable improvements in MTTR and SLA compliance
Provide visibility into client incident trends, risks, and systemic issues to senior leadership, including progress toward reducing incident frequency and severity
Analyze client incident data to identify recurring issues and underlying patterns, driving measurable reductions in repeat incidents
Integrate problem management practices to implement permanent fixes and prevent recurrence
Create feedback loops with product, engineering, and operations teams to address root causes and improve client experience
Identify opportunities to streamline workflows and eliminate manual effort through automation and AI-assisted tools
Develop or refine metrics and dashboards to monitor incident performance, including MTTR, recurrence rates, and severity trends, enabling data-driven decisions
Ensure processes are designed to scale with business growth and complexity
Lead and mentor a small team focused on client incident and problem management, ensuring accountability for incident reduction and resolution KPIs
Coordinate and influence a large cross-functional team (IT, product, client services, operations) to ensure alignment and effective resolution of incidents
Champion a culture of continuous improvement and proactive risk mitigation
Qualification
Required
Bachelor's degree in Business Administration, Operations Management, or related field
8–12+ years of experience in client incident management, problem management, or process improvement roles
3–5+ years of people leadership experience
Strong analytical and problem-solving skills with experience in trend analysis and root cause identification
Familiarity with ITIL or similar frameworks for incident and problem management
Proven ability to design scalable processes and leverage automation tools
Excellent communication and stakeholder management skills
Preferred
Experience with process improvement methodologies (Lean, Six Sigma) highly preferred
Benefits
401k plan with employer match
Flexible paid time off
Holidays
Parental leaves
Life and disability insurance
Health benefits including medical, dental, vision, and prescription drug coverage
Company
Zelis
Zelis is modernizing the healthcare financial experience for all.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$20.15MKey Investors
Mubadala
2024-12-04Private Equity
2020-01-05Private Equity· $20.15M
2019-01-01Private Equity
Leadership Team
Amanda Eisel
Chief Executive Officer
Brian Gladden
Chief Financial Officer
Recent News
2025-12-10
2025-12-04
FF News | Fintech Finance
2025-11-13
Company data provided by crunchbase