Senior Director / Vice President, Customer Support
Core
Lead a strategic, technically-oriented customer support organization for a SaaS clinical platform, driving operational excellence and influencing product roadmap to prevent issues at the source.
Role type
Senior Director / VP, Customer Support
Builds
End-to-end support systems, high-performing technical teams, and data-driven feedback loops to Product Engineering
Domain
Healthcare Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Technical support organization scaling, SLA management, people leadership, career ladder design, systems thinking, data-driven decision making, cross-functional partnership, process engineering
Preferred skills
Lean Six Sigma, engineering background, AI quality assessment
Technologies
AI-assisted case resolution tools, support data infrastructure, performance dashboards
Responsibilities
Own SLA and case-resolution performance; Build a high-functioning system and operating model; Design and audit QA framework for AI-assisted resolution; Optimize case triage, routing, and escalation; Partner with Product Leadership on roadmap prioritization; Engineer systems for scale including workforce planning and data infrastructure
Seniority
Senior Director / VP, strategic leadership & organization building
