Director, Customer & Product Ops — Remote AI-Driven Support

Torsap Thai Kitchen; Newark (CA); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Great compensation package

Medical, dental, vision benefits

401K with matching

Job summary

Experian Health is seeking a Director of Customer and Product Operations Support for the Claims Source product in a role that oversees advanced technical support, client satisfaction, and process optimization.

You will guide automation, AI-enabled enhancements, and mentor a team of specialists to deliver high-quality support, while collaborating with clients and internal teams to promote product effectiveness.

Qualifications

• 5+ years' Healthcare Revenue Cycle experience.
• 2+ years' people management experience is beneficial
• 3+ years' hands-on hospital and physician billing
• 2+ years' experience with Salesforce is beneficial
• 2+ years' experience with project management
• 3+ years' experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms

Responsibilities

• Ensure resolution of Claim Source issues
• Use Salesforce to support customer satisfaction and resolve system and payer-related issues
• Review, evaluate, and interpret payer notifications
• Guide customer optimization processes and edit reviews
• Identify customer needs and align them with Experian product capabilities
• Communicate complex solutions to clients and our teams
• Participate in client calls and provide status updates
• Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot
• Monitor accuracy and completeness of all assigned jobs
• Provide technical support including testing, troubleshooting, and implementing changes

Skills

Revenue Cycle

People Management

Project Management

ICD-10/CPT-4

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Job description

Experian Health is seeking a Director of Customer and Product Operations Support for the Claims Source product in a role that oversees advanced technical support, client satisfaction, and process optimization.

You will guide automation, AI-enabled enhancements, and mentor a team of specialists to deliver high-quality support, while collaborating with clients and internal teams to promote product effectiveness.