Director, Support Services

Operational Responsibilities:

• Define and execute long-term strategy and operating model for Client Support, leading organizational transformation focused on scalability, automation, and continuous improvement.
• Oversee daily operations, ensuring high-quality service while meeting SLAs and performance targets, and develop staffing, budgeting, and workforce plans.
• Serve as executive escalation point for strategic customer issues and build trusted relationships with customer leadership teams.

Collaboration and Innovation:

• Partner with Product, Engineering, Customer Success, and Professional Services to improve product quality and reduce recurring issues.
• Leverage operational insights and support analytics to improve retention, recurring revenue, and business performance.
• Drive AI adoption and digital innovation across support processes and governance frameworks.

Leadership and Culture:

• Mentor and develop managers and future leaders, fostering a culture of accountability, customer advocacy, and continuous learning.
• Develop succession plans and high-performing management teams.
• Ensure compliance with healthcare regulations and security standards while maintaining standardized support processes.