{"id":1628743,"url":"https://alion.io/job/assurecare-director-enterprise-support-technical-operations","title":"Director, Enterprise Support & Technical Operations","company":{"id":2184250,"name":"AssureCare","domain":"assurecare.com","url":"https://alion.io/company/assurecare-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":145000,"max":185000,"currency":"USD","period":"year","gross":null,"usd_annual":185000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-09-19T16:29:24Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-27T05:34:16Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"Description\nAbout the Opportunity\nWe're building a world-class support organization to serve healthcare enterprises at scale - and we're looking for a Director who can architect it from the inside out. This is a high-ownership, high-visibility role at the intersection of customer success, technical operations, and organizational design.\nYou'll lead three interconnected functions - Customer Support, Support Engineering, and Managed Services & Monitoring - and be the operational backbone that our largest health system and analytics customers rely on when it matters most. A critical dimension of this role is ownership of enterprise contract SLAs: ensuring every committed obligation is tracked, met, and protected - and that identified gaps are resolved before they become penalties or relationship risks.\nWhat You’ll Own\nContract SLA Ownership - You will own the full lifecycle of enterprise contract SLA compliance - from intake and definition through real-time tracking, gap remediation, and executive reporting. You are the last line of defense against SLA breaches and the financial and reputational penalties they carry.\nContract SLA Management - Own enterprise contract SLA obligations end-to-end. Maintain a real-time registry of all committed SLAs, track performance against each, and drive rapid gap remediation to prevent penalties. Partner with Legal, Sales, and Finance on contract renewals and SLA negotiation.\nGap Identification & Remediation - Build early-warning systems that surface SLA risk before breach occurs. Own escalation protocols when gaps are identified - coordinating cross-functional response across Support Engineering, Monitoring, and Product to resolve issues within contractual windows.\nOrg Design & Scaling - Restructure and scale support operations to meet enterprise health tech demands - building tiered support models, escalation frameworks, and coverage strategies.\nSupport Engineering Leadership - Oversee technical triage, bug escalation, and root-cause workflows. Partner with engineering to accelerate time-to-resolution on complex platform issues.\nManaged Services & Monitoring - Own proactive monitoring operations and managed service delivery for large SaaS customers - ensuring uptime, SLA adherence, and reliability across health and analytics products.\nCustomer Health & Escalation - Lead escalation management for critical accounts. Build playbooks that protect customer relationships during incidents and prevent churn through proactive intervention.\nMetrics & Operational Excellence - Define and own KPIs - CSAT, MTTR, SLA attainment, ticket deflection - and drive continuous improvement using data and tooling.\nCross-Functional Partnership - Be the voice of the customer in product planning. Close the loop between support signals and roadmap decisions. Collaborate with Sales, CS, and Implementations on handoff quality.\nRequirements\nWhat We’re Looking For\n10+ years in customer support, technical support, or support engineering - with 5+ years in a director or senior manager capacity\nProven track record building and restructuring support organizations in a B2B SaaS environment, preferably serving enterprise or regulated markets\nDirect experience owning enterprise contract SLA compliance - including penalty management, gap remediation processes, and executive-level SLA reporting\nDemonstrated ability to build SLA tracking infrastructure (dashboards, alerting, escalation runbooks) that provides real-time visibility and proactive risk management\nComfort engaging with Legal, Finance, and Sales on contract language, SLA definitions, and penalty structures during customer negotiations or renewals\nExperience leading support engineering or technical operations teams - familiarity with API-based products, cloud infrastructure, and monitoring tooling is a strong plus\nDeep fluency with support metrics (SLA, CSAT, FRT, MTTR, ticket deflection) and experience operating at scale across multiple product lines\nExposure to health tech, analytics platforms, or engagement applications - understanding of HIPAA-adjacent support constraints is valued\nExperience owning managed services or proactive monitoring programs for large enterprise accounts\nExceptional communicator with the executive presence to represent the support function at the leadership level\nHands-on with support tooling (Salesforce Service Cloud, Jira, or equivalents) and data-driven in approach to process design\nEmpathetic people leader who can develop talent, navigate ambiguity, and drive accountability across distributed teams\nPreferred Qualifications\nPrior experience at a health tech, digital health, or health data/analytics company\nFamiliarity with HL7, FHIR, or clinical data workflows\nBackground in implementing AI-assisted support tools, deflection bots, or self-service knowledge bases at scale\nExperience operating in a HIPAA-aware environment with security and compliance teams\nFamiliarity with SLA penalty structures, financial exposure modeling, and risk-adjusted support capacity planning\n10+ years’ experience in Information Technology, handling highly complex issues.\nWhy This Role:\nThis is an organizational design challenge with a real customer impact mandate. You'll have the authority to rethink how support works, the resources to invest in the right tooling and talent, and a product that genuinely matters to healthcare providers and their patients. The stakes are real: enterprise contracts carry financial obligations, and you'll be the person who ensures we honor every one of them. If you've been waiting for a role where accountability and scale go hand in hand, this is it.\nSalary Range: $145,000 - $185,000","description_format":"text","description_chars":5673,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Pharmacies","Care Coordination & Population Health"],"lifecycle":[{"event":"open","at":"2026-10-01T21:16:09Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 9 · green card filings: 5","filings_12m":9,"filings_prev_12m":20,"green_card_filings_12m":5,"median_offered_wage_usd":142143,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":1}],"liveness":{"score":41,"band":"fade","label":"Fading","p_open":1,"p_active":0.736,"p_room":0.55,"age_days":37,"expected_fill_days":30,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":185000,"is_top_pay":false},"html_url":"https://alion.io/job/assurecare-director-enterprise-support-technical-operations","json_url":"https://alion.io/job/assurecare-director-enterprise-support-technical-operations.json","meta":{"generated_at":"2026-10-27T06:30:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6646,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2184250},"rest":"https://alion.io/mcp/rest/get_company?id=2184250"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fassurecare-director-enterprise-support-technical-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fassurecare-director-enterprise-support-technical-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fassurecare-director-enterprise-support-technical-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/assurecare-director-enterprise-support-technical-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fassurecare-director-enterprise-support-technical-operations"}]}