Senior Manager, Client Incident Management

At Zelis, we Get Stuff Done. So, let's get to it!

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

The Senior Manager of Client Incident Management is responsible for evolving and scaling the Client Incident (CI) management framework. This role focuses on driving timely resolution of client incidents, analyzing trends, identifying systemic issues, and implementing process improvements that reduce the frequency and severity of disruptions. The manager will lead a small, dedicated team focused on incident governance and problem management, while orchestrating a large cross-functional network of stakeholders who collaborate to resolve incidents and drive long‑term solutions.

Success in this role will be measured by reducing repeat incidents, lowering incident severity, and improving Mean Time to Resolution (MTTR).

• 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.

• 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.
• Experience with process improvement methodologies (Lean, Six Sigma) highly preferred.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in…