Note: The job is a remote job and is open to candidates in USA. AssureCare LLC is seeking a Director to build and lead a world-class enterprise support organization serving healthcare and analytics customers. The role oversees Customer Support, Support Engineering, and Managed Services & Monitoring while owning contract SLA compliance, operational scaling, customer escalations, metrics, and cross-functional improvement.
Responsibilities
- 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
Skills
- 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
- 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
- Prior experience at a health tech, digital health, or health data/analytics company
Company Overview
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