ਕੰਮ ਦਾ ਵੇਰਵਾ

Role overview

This leadership opening is for a partner organization, which will handle applications and all following steps directly. The role is for a Director of Support Services based in the United States.

In this position, you will shape the direction, performance, and future of a high-value client support function serving the healthcare technology space. The job blends executive-level leadership, customer-first thinking, and operational improvement to create standout service experiences while supporting growth over the long term. You will work closely with leaders in Product, Engineering, Customer Success, Professional Services, and Operations to strengthen customer outcomes and raise the quality of service delivery. The environment is remote-first, with a strong emphasis on innovation, use of AI, and developing strong leaders.

What you will do

Set the long-range vision, operating structure, and goals for the Client Support function.
Drive major change efforts that improve scale, efficiency, automation, AI adoption, and ongoing operational refinement.
Oversee daily support operations so service remains consistent, high-quality, and aligned with service-level commitments and performance targets.
Track and improve core metrics such as customer satisfaction, response and resolution speed, backlog control, escalation management, quality, and productivity.
Build staffing plans, workforce models, budgets, forecasts, and operating plans that match business expansion and customer needs.
Act as the senior escalation contact for important customer matters and maintain strong relationships with customer leadership teams.
Partner with Product, Engineering, Customer Success, and Professional Services to improve product quality, reduce repeat issues, and create smoother customer journeys.
Put standardized support workflows, governance structures, knowledge management methods, and compliance practices in place for healthcare and security requirements.
Coach and grow managers and emerging leaders while promoting accountability, customer advocacy, innovation, and continuous learning.
Use operational data, customer patterns, and support analytics to help improve retention, recurring revenue, and overall business results.

Requirements

At least 8 years of advancing leadership experience in Client Support, Technical Support, or Customer Operations, including management of managers and sizable teams.
A track record of leading enterprise support teams in healthcare technology, SaaS, or comparable software environments.
Working knowledge of healthcare software, Practice Management systems, EMR/EHR platforms, ambulatory workflows, healthcare operations, and regulatory compliance.
Proven ability to lead organizational change through process improvement, automation, AI tools, and digital innovation.
Strong command of financial and operational management, including budgeting, forecasting, workforce planning, and performance review.
Excellent executive-level communication, stakeholder management, and relationship-building skills.
Experience building leadership capability, succession plans, and strong management teams.
Solid analytical and strategic decision-making skills, with the ability to solve difficult operational problems using data.
Experience working with Product and Engineering teams to improve customer experience and product quality.
Experience with Microsoft Dynamics 365 CRM or a similar CRM platform will be considered an advantage.
Willingness to travel up to about 20%, including international travel when needed; a valid passport is required and candidates must be legally able to travel.

Benefits and perks

Annual pay between CAD $100,000 and $120,000.
Fully remote work arrangement across Canada.
Three weeks of paid vacation plus five personal days.
Medical, dental, and vision coverage available from the first day of employment.
Employee stock ownership program.
RRSP matching.
Lifestyle rewards and wellness programs.
Continuous leadership development and career growth opportunities.
Hands-on exposure to AI-enabled tools, automation, and digital transformation work.
A collaborative, innovation-led culture that supports professional development and long-term progression.

Additional information

This role is posted through a partner company, which manages applications and next steps. The hiring process uses an AI-supported matching approach to review applicants against the role’s core requirements. Applications may be screened with AI tools to help identify relevant fit signals, but human reviewers make the final hiring decisions. Personal data may be processed for candidate evaluation and shared with the hiring employer under applicable data protection principles, including rights such as access, correction, deletion, and objection.

Director, Support Services