Director, Support Operations & Automation

Description

:The Director, Support Operations & Automation owns the complete front-door support experience spanning Human-assisted Help Desk & Call Center operations, and Digital-first automation, self-service, and case deflection strategies. The role is responsible for ensuring clients can resolve issues immediately, reliably, and through the lowest-friction channel—prioritizing automation-led resolution first, while maintaining a high-performing, compassionate healthcare support contact center for exceptions requiring live assistance. This role transforms frontline support from a cost center to a digital enablement engine, continuously decreasing cost-per-contact while preserving service outcomes, regulatory compliance, and clinician satisfaction.

Help Desk & Contact Center Operations: Own end-to-end L0 assisted support across voice, chat, email, and in-app escalation channels.

Operational Accountability

Lead 24x7 or extended-hours Help Desk ...