Director, Enterprise Support & Technical Operations

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Description

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.

Requirements

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