About the Opportunity

We're building a world-class support organization to serve healthcare enterprises at scale — and we're looking for a Director who can architect it from the inside out. This is a high-ownership, high-visibility role at the intersection of customer success, technical operations, and organizational design.

You'll lead three interconnected functions — Customer Support, Support Engineering, and Managed Services & Monitoring — and be the operational backbone that our largest health system and analytics customers rely on when it matters most. A critical dimension of this role is ownership of enterprise contract SLAs: ensuring every committed obligation is tracked, met, and protected — and that identified gaps are resolved before they become penalties or relationship risks.

What You’ll Own

• Contract SLA Ownership – You will own the full lifecycle of enterprise contract SLA compliance — from intake and definition through real-time tracking, gap remediation, and executive reporting. You are the last line of defense against SLA breaches and the financial and reputational penalties they carry.
• Contract SLA Management – Own enterprise contract SLA obligations end-to-end. Maintain a real-time registry of all committed SLAs, track performance against each, and drive rapid gap remediation to prevent penalties. Partner with Legal, Sales, and Finance on contract renewals and SLA negotiation.
• Gap Identification & Remediation – Build early-warning systems that surface SLA risk before breach occurs. Own escalation protocols when gaps are identified — coordinating cross-functional response across Support Engineering, Monitoring, and Product to resolve issues within contractual windows.
• Org Design & Scaling – Restructure and scale support operations to meet enterprise health tech demands — building tiered support models, escalation frameworks, and coverage strategies.
• Support Engineering Leadership – Oversee technical triage, bug escalation, and root-cause workflows. Partner with engineering to accelerate time-to-resolution on complex platform issues.
• Managed Services & Monitoring – Own proactive monitoring operations and managed service delivery for large SaaS customers — ensuring uptime, SLA adherence, and reliability across health and analytics products.
• Customer Health & Escalation – Lead escalation management for critical accounts. Build playbooks that protect customer relationships during incidents and prevent churn through proactive intervention.
• Metrics & Operational Excellence – Define and own KPIs — CSAT, MTTR, SLA attainment, ticket deflection — and drive continuous improvement using data and tooling.
• Cross-Functional Partnership – Be the voice of the customer in product planning. Close the loop between support signals and roadmap decisions. Collaborate with Sales, CS, and Implementations on handoff quality.

 What We’re Looking For

• 10+ years in customer support, technical support, or support engineering — with 5+ years in a director or senior manager capacity
• Proven track record building and restructuring support organizations in a B2B SaaS environment, preferably serving enterprise or regulated markets
• Direct experience owning enterprise contract SLA compliance — including penalty management, gap remediation processes, and executive-level SLA reporting
• Demonstrated ability to build SLA tracking infrastructure (dashboards, alerting, escalation runbooks) that provides real-time visibility and proactive risk management
• Comfort engaging with Legal, Finance, and Sales on contract language, SLA definitions, and penalty structures during customer negotiations or renewals
• Experience leading support engineering or technical operations teams — familiarity with API-based products, cloud infrastructure, and monitoring tooling is a strong plus
• Deep fluency with support metrics (SLA, CSAT, FRT, MTTR, ticket deflection) and experience operating at scale across multiple product lines
• Exposure to health tech, analytics platforms, or engagement applications — understanding of HIPAA-adjacent support constraints is valued
• Experience owning managed services or proactive monitoring programs for large enterprise accounts
• Exceptional communicator with the executive presence to represent the support function at the leadership level
• Hands-on with support tooling (Salesforce Service Cloud, Jira, or equivalents) and data-driven in approach to process design
• Empathetic people leader who can develop talent, navigate ambiguity, and drive accountability across distributed teams

Preferred Qualifications

• Prior experience at a health tech, digital health, or health data/analytics company
• Familiarity with HL7, FHIR, or clinical data workflows
• Background in implementing AI-assisted support tools, deflection bots, or self-service knowledge bases at scale
• Experience operating in a HIPAA-aware environment with security and compliance teams
• Familiarity with SLA penalty structures, financial exposure modeling, and risk-adjusted support capacity planning
• 10+ years’ experience in Information Technology, handling highly complex issues.

Why This Role:

• This is an organizational design challenge with a real customer impact mandate. You'll have the authority to rethink how support works, the resources to invest in the right tooling and talent, and a product that genuinely matters to healthcare providers and their patients. The stakes are real: enterprise contracts carry financial obligations, and you'll be the person who ensures we honor every one of them. If you've been waiting for a role where accountability and scale go hand in hand, this is it.

Salary Range: $145,000 - $185,000