Manager of Technical Service Operations

Core Sound Imaging, a PSG company, is redefining the future of medical imaging through innovative, cloud-based technology. Our flagship platform,

Core Sound Imaging, a PSG company, is redefining the future of medical imaging through innovative, cloud-based technology. Our flagship platform,
Studycast®, is a comprehensive PACS solution designed to enhance operational efficiency, reduce costs, and accelerate the delivery of patient care. Studycast seamlessly integrates the entire imaging workflow — from EMR to exam, to report, and back to EMR — within a secure, cloud-based environment. Its intuitive interface enables clinicians to view diagnostic-quality images and generate structured reports anytime, anywhere, ensuring timely and informed clinical decisions.

Join us in transforming how healthcare professionals manage and share imaging data through innovation, reliability, and cloud technology. Join us in transforming how healthcare professionals manage and share imaging data through innovation, reliability, and cloud technology.

• Core Sound Imaging is seeking a high-impact Manager of Technical Service Operations who is equal parts team builder, data analyst, process engineer, and customer champion. We are looking for a leader who treats automation and AI as core job functions. You will own the support experience for customers in the medical imaging space, a domain where precision, compliance, and urgency are paramount.
  
  You will build a team and a system that scales without sacrificing quality.

• Supervise, coach, and develop a team of technical support specialists, fostering a culture of accountability, continuous improvement, and psychological safety.
• Conduct structured 1:1s, team meetings, and formal performance reviews with clear, documented feedback tied to measurable outcomes.
• Set, communicate, and enforce team KPIs including response time, resolution rate, first-contact resolution (FCR), CSAT, and SLA adherence.
• Build and execute onboarding plans for new agents that get them to productivity faster with each iteration.
• Identify skill gaps proactively and facilitate targeted training programs on product knowledge, soft skills, compliance, and tooling.
• Keep the team continuously updated on product releases, feature changes, policy updates, and regulatory changes impacting workflows.

• Champion an automation-first mindset across the team by actively identifying, prioritizing, and implementing opportunities to automate repetitive tasks, triage workflows, and customer communications using AI and modern tooling.
• Own the team’s AI tooling roadmap: evaluate and deploy solutions such as AI-assisted ticket routing, automated response suggestions, chatbot deflection, and self-service knowledge base optimization.
• Partner with Development and Product to integrate support tooling with internal systems, reducing manual effort and improving data fidelity.
• Conduct quarterly audits that document the volume of tickets, contacts, and tasks that could be handled without human intervention and drive awareness and action with the CX, Product, and Development leadership teams.
• Measure automation ROI by tracking deflection rates, ticket handling time reduction, and agent capacity freed by automation initiatives, reporting these to leadership regularly with recommendations for future enhancements.

• Build and maintain data-driven models to forecast inbound volume, service level attainment, and headcount requirements across channels (email, phone, chat, social).
• Use historical ticket data, product release schedules, seasonality, and growth projections to…