Maven Clinic
Healthcare
SeniorManager,ClientSupport
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Manager, Client Support at Maven Clinic. Skills: Client Support Operations, Team Leadership, Operational Excellence, Cross-functional Collaboration. Define and own operational issue resolution. Own the operating model for Client Support”
What You'll Achieve.
Ensure the right problems reach the right teams; Ensure root causes are addressed; Drive a high-performing team; Improve clinical outcomes; Reduce healthcare costs; Provide equity in benefits programs; Make Maven’s support function a competitive advantage; Continuously improve how we work; Make sure nothing falls through the cracks; Keep stakeholders informed; Don’t let things stall; Create a culture where people take ownership; Turn what’s breaking in the field into clear, prioritized inputs; Bring leadership a recommendation, not just a summary; Keep internal stakeholders informed and expectations grounded; Focus on what the data tells you about systemic health; Reduce manual effort as volume grows; Help determine what gets fixed
Industry & Context.
Identify, triage, and resolve complex operational issues; Address root causes, not just tickets closed; Dig into root cause and bring leadership a recommendation; Analyze issue patterns and resolution metrics to identify what’s actually going wrong
Active work authorization in the US
What They're Looking For.
Must Have
6–8 years of experience in client support, operations, or service delivery, at least 2–3 years leading a team, built a support or operations team, designed intake models, triage workflows, SLA frameworks, escalation paths, Experience managing complex, multi-source issue queues, owned problems end-to-end, data fluency, Credibility across functions, Clear, direct communication, Hands-on experience with ticketing and workflow tools (Jira, Salesforce, Zendesk, or similar), Practical experience with AI tools and workflow automation, Healthcare industry experience, familiarity across payer, employer, or digital health environments, active work authorization in the US
Nice to Have
Knowledge of key trends in the healthcare industry, particularly in women’s and family health, Prior experience on the payer or health plan side, Familiarity with Looker or similar BI tools for support analytics, Experience in a high-growth or startup environment
What You'll Do.
Define and own operational issue resolution
Own the operating model for Client Support
Lead a team of Client Support Associates
Drive operational excellence
Inform product decisions
Strengthen support systems and culture
Own and evolve operating model for Client Support
Own issue intake across stakeholder channels
See issues through from triage to close
Lead and develop Client Support Associates
Bring operational perspective into Product and Engineering
Dig into root cause of recurring issues
Own escalations on complex issues
Track and report on operational metrics
Build documentation for team self-sufficiency
Use AI tools and automation for support function
Surface friction points and product gaps to leadership
How You'll Work.
Team & Collaboration
Serve as a key cross-functional partner to Client Delivery, Product, Engineering, and Clinical teams; Work closely with cross-functional partners to drive operational excellence; Bring the operational perspective into Product and Engineering conversations; Own escalations, keeping internal stakeholders informed; Know how to get things done without positional authority
Communication Scope
Clear, direct communication; Take a messy operational problem and turn it into a crisp update, a clean escalation, or a recommendation leadership can act on
Full Job Description
Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including: Fortune Change the World (2024) CNBC Disruptor 50 List (2022, 2023, 2024) Fortune Best Workplaces for Millennials (2024) Fortune Best Workplaces in Health Care (2024) TIME 100 Most Influential Companies (2023) Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) Great Place to Work certified (2020, 2021, 2022, 2023, 2024) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) In this role, you will define and own how Maven identifies, triages, and resolves complex operational issues across the organization, ensuring the right problems reach the right teams, and that root causes are addressed, not just tickets closed. You will own the operating model, lead a team of Client Support
Applying for this Senior Manager, Client Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Maven Clinic?
Real rants from real employees. Read before you apply.