Director, Application Support Operations (Healthcare SaaS)

TL;DR

Director, Application Support Operations (Healthcare SaaS): Leading the evolution and strategic transformation of complex support operations for a robust healthcare SaaS product with an accent on driving non-linear growth through automation and technology. Focus on architecting scalable systems, fostering a high-performing culture, and applying deep healthcare data proficiency for incident management.

Location: Remote, United States

Company

hirify.global is a public benefit corporation dedicated to empowering independent primary care by creating value-based contracts and strengthening continuity of care in the health care system.

What you will do

• Design and execute strategies for non-linear scaling of ticket volume using AI, automation, and self-service tools.
• Architect operational systems, identify bottlenecks, and establish KPIs for long-term sustainability.
• Influence senior leadership and cross-functional teams through strategic storytelling and effective communication.
• Act as a strategic partner to internal stakeholders and manage relationships with external data vendors.
• Foster a high-performing culture with radical accountability, empowering team innovation and professional development.
• Drive issue resolution and incident management using deep healthcare data proficiency (claims, scheduling, clinical).

Requirements

• Eight years of proven leadership directing and scaling complex operations as a Support or Transformation Director.
• Background in mid-to-large enterprise environments.
• Experience with application and interface support best practices and industry standards.
• Hands-on experience architecting enterprise-grade support platforms (e.g., Zendesk).
• Experience with customer relationship management platforms (e.g., Salesforce) and project tracking tools (e.g., JIRA).
• Experience debugging healthcare transactions (HL7, 837, CCDA).

Nice to have

• Master’s Degree in Computer Information System or MBA.
• Healthcare industry experience supporting PM and/or EHR systems.
• Experience using Snowflake, PostgreSQL, DataGrips.

Culture & Benefits

• Collaborative, inclusive, and remote-first culture.
• Flexible work schedules and remote work options for many roles.
• Comprehensive benefits package including health, dental, vision insurance (up to 80% paid).
• Robust time-off plan (21 days PTO, 2 volunteer days, 11 holidays).
• 12 weeks paid parental leave and six weeks paid sabbatical after six years.
• Educational Assistant Program and 401(k) with up to 4% match, plus stock options.