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Director - Application Support Operations, Remote

1 hour, 54 minutes ago
United States
Full-time
Executive
Operations Manager
Customer and Technical Support
CRM JIRA PostgreSQL Salesforce SFTP Snowflake
Apply Now
Aledade

Aledade

Aledade collaborates with independent practices, health centers, and clinics to establish and manage Accountable Care Organizations (ACOs) that prioritize primary care, enabling physicians to enhance patient care while maintaining their independence in...

Health Care Providers & Services
1K-5K
Founded 2014
$686M raised
View All Jobs 64

Description

  • Design and execute a roadmap to decouple ticket volume from headcount through automation, AI, and self-service.
  • Build scalable support systems, KPIs, and operational processes that improve long-term sustainability.
  • Identify and remove operational bottlenecks and improve support efficiency.
  • Communicate complex issues through memos, proposals, and executive-level presentations to secure leadership buy-in.
  • Partner with internal stakeholders to align support needs with the company roadmap and product rollouts.
  • Manage external data vendor relationships to ensure consistent data delivery.
  • Translate practice and customer pain points into actionable internal requirements and support solutions.
  • Lead escalation management and service recovery for customers in partnership with market leadership.
  • Cultivate a high-accountability, high-trust team culture with clear performance expectations and coaching.
  • Design individualized career development plans and advocate for tools, training, and staffing needs with data-backed business cases.
  • Direct incident response for application issues and data breaches affecting external systems, including interface disabling and restoration approvals.
  • Mentor the team through complex troubleshooting using deep healthcare data expertise.

Requirements

  • 8 years of proven leadership scaling complex support or transformation operations in a company with over 2,000 employees or $500M in revenue.
  • Experience working in mid-to-large enterprise environments with formal process cycles and standardized reporting.
  • Experience with application and interface support best practices and industry standards.
  • Hands-on experience architecting enterprise-grade support platforms such as Zendesk.
  • Experience with CRM platforms such as Salesforce and project tracking tools such as JIRA.
  • Experience with interface engines such as Nextgen Connect/Mirth, Corepoint, Rhapsody, or Cloverleaf.
  • Experience with connectivity methods including VPN, SFTP, XDS.b, and XDM.
  • Experience debugging healthcare transactions including Scheduling (HL7), Claims (837), and Clinical (CCDA).
  • Functional strengths in leadership, operational management, communication, strategic thinking, change management, and relationship building.
  • Exceptional customer service skills and a customer-centric mindset.
  • Master’s degree in Computer Information Systems or an MBA preferred.
  • Healthcare industry experience supporting PM and/or EHR systems preferred.
  • Experience using Snowflake, PostgreSQL, or DataGrips preferred.

Benefits

  • Flexible work schedules and remote work options.
  • Health, dental, and vision insurance paid up to 80% for employees, dependents, and domestic partners.
  • 21 days of PTO in the first year, plus 11 paid holidays.
  • Two paid volunteer days.
  • 12 weeks of paid parental leave for all new parents.
  • Six weeks of paid sabbatical after six years of service.
  • Educational Assistant Program and Clinical Employee Reimbursement Program.
  • 401(k) with up to 4% match and stock options.

Interested in this position?

Apply directly on the company website

Apply Now

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