Director- Customer Support Operations

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded.  For over 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting. 

We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity. We are Intelerad. Join us if you care to make a difference in healthcare.

The Director of Support Operations is responsible for ensuring that our organization consistently delivers an outstanding support experience. This role will manage the Voice of Customer (VoC) program and Customer Satisfaction (CSAT) metrics, track key performance indicators to ensure our operational and customer satisfaction targets are met, identify opportunities for process improvement and participate in their implementation, and manage goals, processes, and business KPIs to align performance of the global team to business outcomes.

• Collaborate with support managers to develop, implement, and improve an enterprise-wide knowledge development and management strategy across all support functions.
• Build strategic relationships across business lines; be a subject matter expert and change ambassador that can bridge technical and non-technical requirements, understand business goals, identify business process gaps, and propose solutions.
• Be accountable for the success of direct reports, providing coaching, mentorship, and support to help them develop professionally as well as achieve their delivery goals.
• Understand and manage the complexities of business operations and know when and where improvements need to be made and where to direct the focus of these efforts.
• Communicate the department strategy to executive management and key stakeholders across the company.
• Develop and manage KPIs related to team performance, client success, escalations, SLAs, and other important measurements; set departmental goals in alignment with global objectives.
• Ensure that the Support Operations department has the resources, tools, information, and processes necessary to deliver effective solutions to our customers.
• Manage the Voice of Customer (VoC) program to gather and analyze customer feedback, driving improvements in customer experience.
• Oversee Customer Satisfaction (CSAT) metrics and implement strategies to enhance customer satisfaction.
• Document processes and ensure they are followed consistently across the support team.
• Monitor case and call quality to ensure high standards of support delivery.
• Drive continuous improvement initiatives to enhance support delivery and operational efficiency.

Required:

• Bachelor’s degree in computer science or related field – or equivalent
• 5+ years in leading a technical team and/or service delivery in a software company.
• 10+ years in a technical or service delivery role such as technical support, software development, integration, project management, etc.
• Professional experience in a software development company
• Experience with ITIL
• Experience with Knowledge Centered Service methodology
• Strong organizational/collaborative leadership and change management experience.
• Ability to convey and implement a vision for the department that will sustain organization long term goals.

Preferred

• Medical imaging industry is a great asset.
• Strong metrics background, leading VOC / voice of customer and/or CSAT programs
• Service Now / SNOW
• KCS – Knowledge-Centered Service

Communication & Cognitive Abilities

• Customer orientation
• Result oriented, collaborative leadership.
• Excellent problem solving & analytical ability.
• Organizational Change Management and Project Management skills.
• Ability to work in a challenging environment, work under pressure (Stress-Management).
• Strong English communication skills.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment