Global Service Excellence Director (Healthcare AI)

TL;DR

Global Service Excellence Director (Healthcare AI): Build and lead a globally distributed engineering team accountable for 24/7 support systems, technology stack, and teleradiology integrations with an accent on follow-the-sun coverage, resolution metrics, and workflow automation. Focus on designing operating models, owning major incidents, and partnering across engineering, product, and operations to prevent recurring issues.

Location: Remote, USA

Company

hirify.global builds diagnostic AI solutions as a co-pilot for clinicians to enable earlier, more accurate diagnoses and scale global healthcare capacity.

What you will do

• Lead, build, and develop a high-performing distributed engineering team across time zones for uninterrupted support coverage.
• Design operating model, tooling, runbooks, on-call rotations, escalation paths, and SLOs for world-class 24/7 support.
• Own and improve key metrics like time-to-resolve, first-contact resolution, and ticket deflection.
• Architect and maintain support technology stack, automation, and self-service systems.
• Lead teleradiology integrations with PACS, RIS, worklists, and reporting systems, plus end-to-end workflows.
• Partner with Engineering, Product, Clinical Operations, Security, and Customer Success to fix systemic issues.
• Manage major incidents, conduct post-incident reviews, and report to CEO on service health and priorities.

Requirements

• Proven track record leading global, distributed support or service engineering organizations at scale, ideally in SaaS/healthcare.
• Deep experience with 24/7 follow-the-sun models, rotations, hand-offs, and sustainable culture.
• Strong technical depth in cloud infrastructure, observability, integrations, APIs, identity, and automation.
• Hands-on familiarity with healthcare/teleradiology integrations (HL7, DICOM, FHIR, PACS/RIS) or quick learning ability.
• Customer-obsessed mindset with operational rigor on SLOs, error budgets, and data-driven decisions.
• Exceptional leadership of distributed teams, executive presence, and clear communication.

Culture & Benefits

• Collaboration across continents with trust, autonomy, and teamwork.
• Well-funded with over US$240M raised from top investors.
• Yearly L&D budgets, mentoring, hackathons, and career growth framework.
• Flexible WFH, hours, and autonomy.
• Inclusive family support policies for all life stages.