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Sr Manager - Associate Director Support

6 days, 20 hours ago
India
Full-time
Senior
Operations Manager
Customer and Technical Support
JIRA
Apply Now
CertifyOS

CertifyOS

CertifyOS: Provider intelligence platform revolutionizing healthcare credentialing, licensing, and monitoring with automation and efficiency.

Health Care Providers & Services
51-250
Founded 2021
$19M raised
View All Jobs 10

Description

  • Manage support team workflows and ensure service levels, consistency, and reliable delivery while new systems are being built.
  • Provide day-to-day leadership, coaching, and clear expectations for a transactionally focused support team.
  • Build a culture of ownership, problem-solving, and continuous improvement across the support organization.
  • Lead efforts to define and measure how support contributes to client retention, satisfaction, and overall performance.
  • Create metrics and reporting frameworks that demonstrate support value and operational impact.
  • Maintain operational stability during periods of change by designing dependable processes and standards.
  • Design and implement automation tools such as in-app chat, chatbots, automated routing, and intelligent assignment workflows.
  • Build internal tooling and streamlined processes that reduce manual effort and improve the customer experience.
  • Partner with engineering, operations, and product teams to resolve root causes and close feedback loops.
  • Manage configuration and deployment of support tools used in daily operations.

Requirements

  • 7+ years of experience in support operations or technical operations leadership.
  • Direct experience rolling out automation and workflow systems.
  • Proven success implementing chatbots, in-app communication tools, or automated routing solutions.
  • Strong understanding of technical integrations, APIs, and SaaS platforms.
  • Experience working directly with customers in a support or client-facing role.
  • Hands-on experience with support platforms such as JIRA, Zendesk, ServiceNow, or Freshdesk.
  • Ability to balance technical implementation with operational execution.
  • Analytical mindset with a focus on metrics, process optimization, and continuous improvement.
  • Strong leadership skills with the ability to guide, coach, and support a growing team.
  • Clear written and verbal communication skills, especially in client-facing and internal communications.
  • Passion for building systems that simplify and scale.
  • Background partnering with product or engineering teams to influence roadmap decisions based on customer needs (nice to have).
  • Experience in healthcare technology or other highly compliance environments (nice to have).
  • Exposure to AI-driven support tooling or intelligent workflow automation (nice to have).
  • Strong documentation habits (nice to have).

Benefits

  • 100% employer-paid health, dental, and vision insurance premiums for employees.
  • Unlimited PTO policy with a mandatory minimum of two weeks off.
  • No-meeting Thursdays to support focused work.
  • Remote role based in India with alignment to US Eastern Time hours.
  • An inclusive, welcoming workplace with accommodations available during the application process.
  • Transparent compensation practices that encourage open discussion about pay without retaliation.

Interested in this position?

Apply directly on the company website

Apply Now

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