Harris healthcare

(Remote) Director, Support Services

Rhode Island, United States, USA · Director

Sponsorship not specified$100k-$120kDetected 22 days ago

ComplianceOKRsForecastingProcess ImprovementCustomer SuccessCustomer SupportHIPAAEHR/EMRPatient CareLeadershipCommunication

About the role

This role is well suited for someone seeking continued career growth and the opportunity to take on broader organizational leadership responsibilities over time.
This remote role welcomes candidates anywhere in Canada and the US.
Candidates must hold a current, valid passport and be legally eligible to travel internationally.

Lead organizational transformation initiatives that improve scalability, customer satisfaction, and operational efficiency.
Drive adoption of automation, AI, knowledge management, and process improvements to increase efficiency and enhance the customer experience.
Oversee the strategy and optimization of support technologies, knowledge management platforms, and automation tools to improve team efficiency and customer outcomes.
Lead a high-performing Support organization responsible for delivering timely, effective, and consistent customer service.
Partner with Customer Success and executive leadership to drive customer retention, reduce attrition, and support long-term recurring revenue growth through exceptional support delivery.
Develop resource plans, staffing models, budgets, and forecasts that support business growth and customer demand.

Travel is required as needed, approximately 20%.
This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.
The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.
Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.
AI & Innovation Mindset
What your impact will be:
Strategic Leadership

3 weeks' vacation and 5 personal days
Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
Employee stock ownership and RRSP/401k matching programs
Harris CareTracker is a leading provider of cloud-based Electronic Health Records (EHR) and Practice Management solutions, serving thousands of healthcare providers for over 20 years.
Our integrated platform streamlines operations, enhances patient care, and ensures compliance with healthcare regulations.
With a focus on user-friendly design and continuous innovation, we empower medical practices to achieve operational excellence and improve patient outcomes.
Develop and execute the long-term vision, strategy, and operating model for the Client Support organization.
Own departmental KPIs, including customer satisfaction, SLA attainment, response and resolution times, backlog health, escalations, quality, and productivity.
Contribute to Maintenance (MA) revenue forecasting and operational planning through insights into customer health, retention trends, and support performance.
Maintain compliance with healthcare regulations, security standards, and organizational policies.

What we are looking for:
Ensure support processes are standardized, documented, scalable, and aligned with industry best practices.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

This listing is sourced directly from Harris healthcare's careers page and normalized into a canonical job model.