Director of Product Support (Healthcare Technology) - Remote
DispatchHealth, Denver, Colorado, United States, 80285
The Director of Product Support leads and scales a 24x7 healthcare technology support organization responsible for supporting mission-critical systems used in patient care. This role requires exceptional judgment, operational rigor, and the ability to balance urgency, regulatory compliance, and customer trust in a highly regulated healthcare environment.
The Director leads a team of support specialist and serves as a key bridge between customers, Product, Engineering, Security, Compliance, and Clinical Operations. This position directly impacts patient outcomes, system reliability, and customer confidence through world-class incident management, support operations, and continuous improvement. This position requires availability of off-hours escalation support.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned) Leadership & Team Management
Lead, coach, and scale a 24x7 product support organization (approximately 6–14 team members, with growth potential)
Establish clear roles, on-call rotations, escalation paths, and performance expectations
Foster a culture of accountability, empathy, urgency, and excellence aligned with healthcare customer needs
Hire, develop, and retain high-performing support leaders and specialists
Assess and define staffing models and support strategies aligned with SLAs, customer expectations, and budget
Healthcare & Compliance Excellence
Ensure all support operations comply with HIPAA, PHI handling requirements, and security standards
Partner with Security, Compliance, and Legal teams on incident response, audits, and regulatory readiness
Establish standards for incident severity, response times, and communications aligned with patient care impact
Incident Management & Operational Rigor
Own incident triage, escalation, and resolution processes for customer issues and product defects
Lead response efforts for P0/P1 incidents with calm judgment and structured execution
Define, track, and continuously improve SLAs, OLAs, and customer communication protocols
Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions
Process, Tooling & Transparency
Design and implement scalable support workflows, runbooks, and escalation playbooks
Build and maintain dashboards and metrics related to:
Ticket volume and trends
Severity levels and response times
Customer and patient impact
Root causes and product quality indicators
Ensure transparency and alignment across leadership, Product, and Engineering teams
Lead all customer and stakeholder communications related to service disruptions and product incidents
Cross-Functional Collaboration & Product Quality
Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams
Proactively identify systemic issues and product quality gaps
Translate support insights into actionable product and operational improvements
Advocate for customer needs while balancing engineering and operational constraints
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES Additional duties as assigned
QUALIFICATIONS EDUCATION AND EXPERIENCE
Bachelor’s degree desired; advanced degree preferred
10+ years of experience in product support, technical support, or customer operations
5+ years of experience leading managers and/or senior individual contributors
Experience supporting healthcare, life sciences, or other regulated SaaS platforms
Proven experience leading 24x7 and on-call support organizations
SKILLS/ABILITIES
Strong working knowledge of HIPAA, PHI handling, and healthcare compliance requirements
Exceptional judgment under pressure with strong incident command and decision-making skills
Ability to build operational processes, dashboards, and metrics from the ground up
Excellent written and verbal communication skills, including executive-level and customer-facing communications
Strong cross-functional leadership and collaboration skills
Experience with ITIL, incident management frameworks, or SRE-style practices preferred
Ability to be available off-hours for escalation support is required
PREFERRED QUALIFICATIONS
Experience supporting mission-critical or patient-facing systems
Background in healthcare delivery, care coordination, digital health, or EMR-adjacent platforms
Experience scaling support organizations in high-growth environments
PHYSICAL DEMANDS While performing the duties of this job, team members are regularly required to sit, stand, walk, reach with hands and arms, and to talk and hear. Team members may be occasionally required to climb or balance, stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT This position is considered remote with possible travel to practice locations in other states or our headquarters location in Denver, CO.
The expected salary range for this position is $164,000 - $179,4000.
The above describes the general content and requirements for the performance of this position. It is not intended to be an all-inclusive statement of the duties, responsibilities, and requirements of the position.
Position Type:
: Full Time
Work Place Type:
: Remote
Category:
: Technology
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The Director leads a team of support specialist and serves as a key bridge between customers, Product, Engineering, Security, Compliance, and Clinical Operations. This position directly impacts patient outcomes, system reliability, and customer confidence through world-class incident management, support operations, and continuous improvement. This position requires availability of off-hours escalation support.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned) Leadership & Team Management
Lead, coach, and scale a 24x7 product support organization (approximately 6–14 team members, with growth potential)
Establish clear roles, on-call rotations, escalation paths, and performance expectations
Foster a culture of accountability, empathy, urgency, and excellence aligned with healthcare customer needs
Hire, develop, and retain high-performing support leaders and specialists
Assess and define staffing models and support strategies aligned with SLAs, customer expectations, and budget
Healthcare & Compliance Excellence
Ensure all support operations comply with HIPAA, PHI handling requirements, and security standards
Partner with Security, Compliance, and Legal teams on incident response, audits, and regulatory readiness
Establish standards for incident severity, response times, and communications aligned with patient care impact
Incident Management & Operational Rigor
Own incident triage, escalation, and resolution processes for customer issues and product defects
Lead response efforts for P0/P1 incidents with calm judgment and structured execution
Define, track, and continuously improve SLAs, OLAs, and customer communication protocols
Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions
Process, Tooling & Transparency
Design and implement scalable support workflows, runbooks, and escalation playbooks
Build and maintain dashboards and metrics related to:
Ticket volume and trends
Severity levels and response times
Customer and patient impact
Root causes and product quality indicators
Ensure transparency and alignment across leadership, Product, and Engineering teams
Lead all customer and stakeholder communications related to service disruptions and product incidents
Cross-Functional Collaboration & Product Quality
Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams
Proactively identify systemic issues and product quality gaps
Translate support insights into actionable product and operational improvements
Advocate for customer needs while balancing engineering and operational constraints
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES Additional duties as assigned
QUALIFICATIONS EDUCATION AND EXPERIENCE
Bachelor’s degree desired; advanced degree preferred
10+ years of experience in product support, technical support, or customer operations
5+ years of experience leading managers and/or senior individual contributors
Experience supporting healthcare, life sciences, or other regulated SaaS platforms
Proven experience leading 24x7 and on-call support organizations
SKILLS/ABILITIES
Strong working knowledge of HIPAA, PHI handling, and healthcare compliance requirements
Exceptional judgment under pressure with strong incident command and decision-making skills
Ability to build operational processes, dashboards, and metrics from the ground up
Excellent written and verbal communication skills, including executive-level and customer-facing communications
Strong cross-functional leadership and collaboration skills
Experience with ITIL, incident management frameworks, or SRE-style practices preferred
Ability to be available off-hours for escalation support is required
PREFERRED QUALIFICATIONS
Experience supporting mission-critical or patient-facing systems
Background in healthcare delivery, care coordination, digital health, or EMR-adjacent platforms
Experience scaling support organizations in high-growth environments
PHYSICAL DEMANDS While performing the duties of this job, team members are regularly required to sit, stand, walk, reach with hands and arms, and to talk and hear. Team members may be occasionally required to climb or balance, stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT This position is considered remote with possible travel to practice locations in other states or our headquarters location in Denver, CO.
The expected salary range for this position is $164,000 - $179,4000.
The above describes the general content and requirements for the performance of this position. It is not intended to be an all-inclusive statement of the duties, responsibilities, and requirements of the position.
Position Type:
: Full Time
Work Place Type:
: Remote
Category:
: Technology
#J-18808-Ljbffr