Associate Director Care Support US Operations

TL;DR

Associate Director Care Support US Operations (Medtech/Software): Leading and evolving the US domestic care support team to ensure high-performing, human-centered workflows and operational excellence. With an accent on managing complex service lines and fostering a high-trust culture. Focus on designing scalable processes, coaching leadership, and partnering across teams to drive innovation and team well-being.

Location: Hybrid role based in New York City, office attendance 3 days per week

Salary: $140,000 - $177,100

Company

hirify.global is a leading mental health service provider partnering with over 450 companies globally, delivering clinically validated, precision mental healthcare through innovative technology.

What you will do

• Own domestic SLAs while fostering accountability paired with support and mentorship.
• Lead cultural transformation toward high performance focusing on clarity and purpose behind metrics.
• Reallocate capacity to high-complexity issues ensuring team challenge without overwhelm.
• Collaborate with BPO Operations for effective knowledge transfer and relationship building.
• Ensure workflows prioritize human experience in AI and offshore automation strategies.
• Partner with Product to represent frontline feedback and champion US-led innovations.
• Design engagement strategies to celebrate wins and foster purpose.
• Coach managers to transition from tactical oversight to inspirational leadership.
• Partner with HR to build governance frameworks.

Requirements

• Location: Must be based in or near New York City with hybrid office attendance
• 7+ years in operations or service delivery leadership in fast-paced environments.
• 2+ years managing managers with ability to build resilient, high-trust teams.
• Proven leadership through change with transparency and empathy.
• Balance data-driven strategic thinking with strong people skills.
• Excellent communication skills to clarify ambiguity into actionable steps.

Culture & Benefits

• Health, dental, vision benefits starting first day, including One Medical access and HSA/FSA plans.
• Employer 401(k) match up to 2% for retirement planning.
• Paid time off including vacation, sick leave, company holidays, and parental leave.
• Access to mental health, fertility, fitness, and wellness programs.
• Professional development reimbursement and donation matching.
• Supportive, inclusive culture committed to diversity and employee well-being.