New

Senior Manager, Client Incident Management

Zelis Healthcare, LLC
paid time off, 401(k)
United States, New Jersey, Morristown
Jan 15, 2026
At Zelis, we Get Stuff Done. So, let's get to it! A Little About Us 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. A Little About You 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. Position Overview 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). WhatYou'llDo Client Incident Process Ownership & Evolution Own the design and continuous improvement of theClient Incident management process, ensuring scalability and efficiency as the business grows. Establish governance standards for client incident handling, escalation, and resolution, with measurable improvements inMTTR and SLA compliance. Provide visibility into client incident trends, risks, and systemic issues to senior leadership, including progress towardreducing incident frequency and severity. Learning & Problem Management Analyze client incident data toidentifyrecurring issues and underlying patterns, driving measurablereductions 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. Process Optimization & Automation Identifyopportunities to streamline workflows andeliminatemanual effort through automation and AI-assisted tools. Developor refinemetrics and dashboards tomonitorincident performance, including MTTR, recurrence rates, and severity trends, enabling data-driven decisions. Ensure processes are designed to scale with business growth and complexity. Leadership & Collaboration Lead and mentor asmall teamfocused on client incident and problem management, ensuring accountability forincident reduction and resolution KPIs. Coordinate and influence alarge 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. WhatYou'llBring 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+ yearsof peopleleadership 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 the future.* Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Base Salary Range $105,000.00 - $140,000.00 At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role. Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.