Director, Enterprise Support & Technical Operations

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.