Remote Director, Support Services

Job Overview

Care Tracker, a division of Harris, is seeking a Director of Support who will be responsible for leading and evolving the Client Support organization to deliver exceptional customer experience while driving operational performance, scalability, and continuous improvement. You will oversee the people, processes, technology, and performance of the Support function, ensuring alignment with business objectives and service level expectations.

Reporting directly to the VP of Operations, you will partner closely with Product, Engineering, Customer Success, Professional Services, and Executive Leadership to advocate for customers, improve product quality, and strengthen end‑to‑end service delivery. This role requires deep healthcare technology experience, strong operational and analytical discipline, and a proven track record of successfully leading enterprise software support organizations.

Remote:
This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 20%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. Preference will be given to candidates who can work in the EST timezone.

Salary: 100,000 – 120,000.

• Demonstrate curiosity and willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.
• Be comfortable using AI‑enabled technologies, including copilots, chat‑based AI assistants, and automation tools, as part of everyday work while maintaining appropriate judgment, security, and compliance standards.

• Strategic Leadership – Develop and execute the long‑term vision, strategy, and operating model for the Client Support organization; lead organizational transformation initiatives that improve scalability, customer satisfaction, and operational efficiency; establish objectives and key results for service excellence and monitor performance against departmental and corporate goals; drive adoption of automation, AI, knowledge management, and process improvements.
• Operational Excellence – Lead a high‑performing Support organization responsible for timely, effective, and consistent customer service; own departmental KPIs including customer satisfaction, SLA attainment, response and resolution times, backlog health, escalations, quality, and productivity; contribute to MA revenue forecasting and operational planning; partner with Customer Success and executive leadership to drive customer retention; develop resource plans, staffing models, budgets, and forecasts;
  
  analyze operational trends; ensure processes are standardized, documented, scalable, and aligned with industry best practices; maintain compliance with healthcare regulations, security standards, and organizational policies.
• Customer & Cross‑Functional Leadership – Serve as the escalation point for strategic customer issues and critical incidents; build trusted relationships with customer executives through business reviews and service discussions; partner closely with Product and R&D to translate customer feedback and support trends into product enhancements; collaborate with Customer Success and Professional Services to deliver a seamless end‑to‑end customer experience; represent the voice of the customer in leadership planning and organizational decision‑making.
• People Leadership – Mentor, coach, and develop managers and future leaders within the Support organization; create a culture of accountability, ownership, continuous learning, and customer advocacy; lead succession planning efforts; establish career development pathways; foster an environment where performance expectations are clear, measurable, and consistently reinforced.

Limited travel expected (typically not to exceed 20%), primarily for strategic customer engagements, leadership meetings, conferences, or business planning sessions.

• 8+ years of progressive leadership experience in Client Support or Technical Support, including multiple years leading managers or large teams.
• Demonstrated success leading a healthcare technology Support…