Head of Enterprise Support & Tech Operations

AssureCare LLC; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

AssureCare LLC is seeking a Director to architect and lead a world-class support organization at the intersection of customer success, technical operations, and organizational design in the United States.

You will oversee Customer Support, Support Engineering, and Managed Services & Monitoring, owning SLA compliance, escalation playbooks, and end-to-end performance. This is a high-ownership role with executive visibility and a proven track record in enterprise B2B SaaS health tech.

Qualifications

• 10+ years in customer support, technical support, or support engineering — with 5+ years in a director or senior manager capacity.
• Proven track record building and restructuring support organizations in a B2B SaaS environment, preferably serving enterprise or regulated markets
• Direct experience owning enterprise contract SLA compliance — including penalty management, gap remediation processes, and executive-level SLA reporting
• Demonstrated ability to build SLA tracking infrastructure (dashboards, alerting, escalation runbooks) that provides real-time visibility and proactive risk management
• Comfort engaging with Legal, Finance, and Sales on contract language, SLA definitions, and penalty structures during customer negotiations or renewals
• Experience leading support engineering or technical operations teams — familiarity with API-based products, cloud infrastructure, and monitoring tooling is a strong plus
• Deep fluency with support metrics (SLA, CSAT, FRT, MTTR, ticket deflection) and experience operating at scale across multiple product lines
• Exposure to health tech, analytics platforms, or engagement applications — understanding of HIPAA-adjacent support constraints is valued
• Experience owning managed services or proactive monitoring programs for large enterprise accounts
• Exceptional communicator with the executive presence to represent the support function at the leadership level
• Hands‑on with support tooling (Salesforce Service Cloud, Jira, or equivalents) and data‑driven in approach to process design
• Empathetic people leader who can develop talent, navigate ambiguity, and drive accountability across distributed teams

Responsibilities

• Own full lifecycle of enterprise contract SLA compliance — from intake and definition through real-time tracking, gap remediation, and executive reporting.
• 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.
• Build early-warning systems that surface SLA risk before breach occurs and coordinate cross-functional response to resolve issues within contractual windows.
• Restructure and scale support operations to meet enterprise health tech demands — building tiered support models, escalation frameworks, and coverage strategies.
• Oversee technical triage, bug escalation, and root-cause workflows. Partner with engineering to accelerate time-to-resolution on complex platform issues.
• Own proactive monitoring operations and managed service delivery for large SaaS customers — ensuring uptime and SLA adherence.
• Lead escalation management for critical accounts and develop playbooks to protect customer relationships during incidents.
• Define and own KPIs — CSAT, MTTR, SLA attainment, ticket deflection — and drive continuous improvement using data and tooling.
• Be the voice of the customer in product planning; close loop between support signals and roadmap decisions; collaborate with Sales, CS, and Implementations.

Skills

Customer support

Support engineering

Organizational design

Leadership

SLA management

Data-driven

Cross-functional

Executive communication

Tools

Salesforce Service Cloud

Jira

Job description

AssureCare LLC is seeking a Director to architect and lead a world-class support organization at the intersection of customer success, technical operations, and organizational design in the United States.

You will oversee Customer Support, Support Engineering, and Managed Services & Monitoring, owning SLA compliance, escalation playbooks, and end-to-end performance. This is a high-ownership role with executive visibility and a proven track record in enterprise B2B SaaS health tech.