Director, Technical Customer Care (Healthcare Software)

Location: On-site in the Bloomington, Minnesota office, Greater Minneapolis-St. Paul Area

Company

hirify.global provides an end-to-end technology platform connecting patients, personal care providers, managed care organizations, and states in the home and community-based care sector.

What you will do

• Lead the Tier 1 Technical Customer Care organization and manage daily contact center performance and long-term strategy.
• Establish and maintain QA standards, KPIs, CSAT, SLA, ASA, staffing models, and service coverage plans.
• Drive process and technology optimization, including the operational use of AI-enabled service tools and workflows.
• Oversee escalations, backlog management, queue health, and resolution standards for complex technical and provider issues.
• Use performance analytics to identify trends and improve service quality, efficiency, and customer experience.
• Partner with Product, Engineering, Sales, and Workforce Management to align operational priorities and business objectives.

Requirements

• Experience leading a technical call center or technical customer care organization.
• Familiarity with healthcare software environments and technical troubleshooting operations.
• Experience managing high-volume, multi-channel support teams and escalation frameworks.
• Ability to guide strategy and day-to-day operations in a fast-paced environment.
• Ability to maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.
• Ability to work on-site at the Bloomington, Minnesota contact center.

Culture & Benefits

• Leadership role focused on employee coaching, performance feedback, career development, and leadership growth.
• Cross-functional collaboration with Product, Engineering, Sales, and Workforce Management.
• Work in a healthcare technology environment supporting home and community-based care.
• Focus on operational excellence, documented processes, accessibility, and customer outcomes.