Senior Manager, Client Services

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

Every Teladoc Health client is different, with new and diverse needs, as they serve their own broad customer base. This is a high-impact, high-profile role, in which you will leverage both creativity and keen business acumen to lead business optimization efforts through operational focus that will standardize processes, create scalable solutions, automate manual work, and more. Your contributions will directly impact our company’s ability to meet its high growth objectives and extend its reach – thus improving the lives and health of more people.

Responsibilities include the ability to work with leaders across the organization representing the Client services and Implementation areas specifically. You must be able to understand the details around both standard and complex implementations of all business lines, directly partner with the commercial team to in their work with clients to alleviate any challenges and speak to/understand the product and service components and make decisions in the best interest of the members, clients and Teladoc Health. This candidate is expected to communicate with internal stakeholders including Sr. Leadership, Client Management, Sales, Project Management, Finance, Product, IT and others in a way that clearly explains the needs of a client.

The Sr. Manager, Client Services will also oversee the collaboration between the Client Service team and partnering departments to ensure communication flows between departments and clients. The Sr. Manager, Client Services will interface directly with the clients / internal partners as escalations arise.

Applicant must be a reliable self-starter, motivated by a challenging, fast-paced environment. Strong candidates will have supervisory experience, strong ability to manage competing demands, the ability to change priorities quickly, a positive attitude, a friendly demeanor, be detail-oriented, and can demonstrate the importance of high-quality client service.

Essential Duties and Responsibilities

• Manage commercial team and clients’ expectations
• Maintain relationships with customers and ensure timely communication, resolution, and proper follow-up to drive customer satisfaction.
• Conduct case reviews with clients to help accelerate closure of support cases and to identify case handling issues.
• Assist the Client Services Representatives and or Client Management team with challenging customers issues, acting as a point of contact for escalated situations
• Oversee the creation, modification, implementation, and management of standards, processes and procedures for all administrative practices associated with the Client Services team.
• Continuously evaluate processes and results with a view to (a) improve customer experience, (b) provide consistent and scalable client support, (c) eliminate duplicate, unnecessary, or non-value-add work.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
• Identify critical KPI’ s to measure performance, document and establish a standardized reporting structure to communicate performance to senior management
• Obtain deep understanding of inner workings of departments supporting client implementations
• Microsoft Suite (Excel, Word, PowerPoint, Outlook, MS Project, and Visio) experience required

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

Yes

Qualifications Expected for Position

• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint
• A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
• Strong oral and written communication skills and be effective at collaborating with a wide variety of individuals.
• Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension and tight deadlines.
• Must be able to support team and the technical support team outside of standard working hours as required.
• Individual must be able to work with people of all levels within the company.
• Minimum of 7 years’ experience in a Client Services setting with at least 3 years of managerial experience
• Bachelor’s degree required; master’s degree preferred.

Work Environment                                       

☐ Office           x Remote                 ☐ Hybrid (Office & Remote)

Travel

Travel percentage reflects an estimate and is subject to change dependent on business needs.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.  Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.

The base salary range for this position is $80,000.00-$90,000.00, based on experience. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2025. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  

Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA).  Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.