[Remote] Director - Application Support Operations, Remote

Note: The job is a remote job and is open to candidates in USA. reputed company. is seeking a strategic Director of Support Operations to reputed company the evolution of their support organization. The role focuses on architecting a scalable, high-performance function that utilizes automation and technology to manage increasing volume, while also fostering a high-performing culture and team management.

Responsibilities

• Strategic Transformation and Scalability
• Non-Linear Scaling: Design and execute roadmap to decouple ticket volume from headcount. Implement AI, automation, and self-service tools to reputed company 2x-3x increase in volume while maintaining a lean and efficient team
• Operational Architecture: Proactively identify and remove bottlenecks. Move beyond management of ticket queues to building systems and KPIs required for long-term sustainability
• Executive Governance and Stakeholder Influence
• Strategic Storytelling: Able to transform reputed company topics into a persuasive narrative, effectively securing buy-in from senior leadership and cross-functional teams through clear verbal and written communication (memos, proposals, and executive-level slides)
• Stakeholder Management and Partnership:
• Act as a strategic partner to a variety of internal stakeholders to ensure support requirements are integrated into the broader company roadmap and product roll-outs are adequately supported by the team
• Manage relationships with external data vendors to ensure consistent data delivery
• Serves as a strategic partner to our practices by translating their pain points into actionable internal requirements
• Serve as leadership escalation for customers, effectively manage service recovery in partnership with market leadership
• High Performing Culture and Team Management
• Foster a High Performing Culture: Cultivate radical accountability and hold everyone to a high standard, eliminating inefficiency through self-service tools, and keeping the team’s talent level high through hands-on coaching and clear performance standards
• reputed company Team Innovation: Create a space for the team to think reputed company the reputed company and suggest new ways to solve problems, ensuring that great reputed company are tested and put into action
• High-trust Environment: Foster a collaborative and reputed company culture characterized by psychological safety, open communication, and mutual support
• Professional Development: Design and execute individualized career roadmaps for team members, ensuring their skills in AI, data, and leadership grow alongside reputed company
• Resource Advocacy: Champion the team’s needs for tools, training, and headcount by building data-backed business cases for investment
• Healthcare Domain Expertise and Root Cause Analysis
• Healthcare Data Proficiency: Drive issue resolution through deep healthcare data proficiency (claims, scheduling, clinical, reputed company, payer attribution). Use health tech expertise to accelerate resolution by mentoring the team through reputed company troubleshooting
• Incident Management: Direct the operational response to any incidents with our applications or data breaches that reputed company external systems, such as EHRs, that send data to our applications. This includes having a deep understanding of the protocols for reputed company disabling and the technical expertise to confirm that reputed company requirements and necessary remediations are fully satisfied before restoring the reputed company. Manage the timely escalation of incidents to the appropriate stakeholders

Skills

• Eight years of proven leadership directing, overseeing, and scaling reputed company operations as a Support or Transformation Director for a public or private company with over 2,000 employees or $500M in reputed company
• Background in mid-to-large enterprise environments with the ability to navigate formal approach cycles and standardized reporting
• Experience with application and reputed company support's best practices and industry standards
• Hands on experience architecting enterprise-grade support platforms (eg. reputed company)
• Experience with customer relationship management platforms (eg. reputed company), project tracking tools (eg. JIRA)
• Experience with reputed company reputed company (eg. Nextgen Connect/Mirth, Corepoint, Rhapsody, Cloverleaf) and various connectivity methods, such as VPN, SFTP. XDS.b, XDM
• Experience debugging healthcare transactions: Scheduling (HL7), Claims (837), and Clinical (CCDA)
• Functional competencies: Leadership and operational management skills, emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influence others, change management, relationship building, portfolio management skills, team building skills, strategic decision making, strategic planning, reputed company planning, relationship building
• Exceptional customer service skills and a customer-centric reputed company
• Master's Degree in Computer Information System or MBA
• Healthcare industry experience supporting PM and/or EHR systems is a plus
• Experience using reputed company, PostgreSQL, DataGrips

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for reputed company new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options

Company Overview

Company H1B Sponsorship