Director of Customer Support

Ontada•The Woodlands, TX

1d•Onsite

About The Position

The Director, Product & Customer Support is responsible for enterprise-scale support operations across Customer Support, Tier 1 Service Desk, Tier 2 escalation, Tier 3 Production Support Engineering, and Support Operations & Enablement. This role sets strategy, leads through managers and senior support leaders, owns customer experience and service quality, and ensures scalable, resilient support for Ontada’s product portfolio. The Director partners across Product, Engineering, Infrastructure, Security, Customer Success, US Oncology, McKesson Technology, vendors, and executive leadership to drive clear ownership, reliable service restoration, operational readiness, and customer-centric outcomes. This leader translates strategy into execution through managers, supervisors, team leads, and cross-functional partners while staying close to critical operations. The Director is accountable for service continuity, organizational performance, risk management, customer trust, and clear communication during escalations, major incidents, releases, audits, support training, and other business-critical events that ultimately drive customer satisfaction.

Requirements

Degree or equivalent experience.
Typically requires 12+ years of professional experience and 4+ years of management experience.
Bachelor’s degree or equivalent experience.
12+ years of professional experience, including 6+ years of progressive people leadership and experience leading through managers or senior leaders.
Demonstrated ability to lead enterprise initiatives, manage risk, influence senior stakeholders, and guide customer-impacting incident response in a regulated technology environment.
Availability for critical incidents, releases, customer escalations, and other business-critical events that may require after-hours or weekend support.
Proven success in customer experience leadership, service quality, escalation management, and white-glove support design and execution.
Strategic support transformation, tiered support ownership, automation, and scalable operating model design.
Major incident management and service restoration leadership.
Operational governance, KPI/SLA/CSAT/ASA management, backlog controls, reporting, and continuous improvement.
Support tooling, ServiceNow, Five9, knowledge management, ISO 9001 processes, and audit/compliance awareness.
Enterprise stakeholder influence, people leadership through managers, succession planning, workforce strategy, and change leadership.

Nice To Haves

Experience leading enterprise-scale customer support, service desk, escalation, or production support organizations.
Healthcare technology, oncology, SaaS, life sciences, EMR/EHR, interoperability, microservices, database-driven applications, or clinical workflow experience preferred.
Experience partnering across Product, Engineering, Infrastructure, Security, Customer Success, implementation teams, vendors, and shared service organizations.
Ability to translate complex technical issues into clear customer, executive, and operational communications.

Responsibilities

Set the Product & Customer Support strategy, operating model, organizational structure, and service roadmap aligned to Ontada and McKesson priorities.
Lead the tiered support model across Customer Support, Service Desk, Tier 2 escalation, and Tier 3 Production Support Engineering.
Govern major incident management, P1/P2 escalation, service restoration, customer communications, RCA/CAPA follow-up, and post-incident improvement.
Own customer experience, service desk quality, SLA/ASA performance, backlog management, support KPIs, and continuous improvement.
Drive workforce planning, leadership development, succession planning, training, knowledge management, and support readiness.
Partner across Product, Engineering, Infrastructure, Security, Customer Success, Implementation, US Oncology, McKesson Technology, and vendors to ensure supportability, ownership clarity, and launch readiness.
Oversee ServiceNow, Five9, telephony workflows, reporting, ISO 9001 process documentation, audit readiness, and support tooling governance.
Drive automation, self-service, and support scalability for expanding products, customers, and technologies.
Lead executive, customer-facing, and internal communications for critical incidents, training blocks, operational changes, and customer-impacting events.
Represent support in security, access management, Okta/NERM/SailPoint, regulatory, compliance, audit, and customer risk discussions.
Define and drive ownership and escalation models across internal and external partners.
Own resource planning, budget inputs, business cases, and capacity and succession planning for sustainable support operations.
Ensure support is engaged early in product, implementation, microservice, and adoption planning so supportability, training, escalation, and ownership are defined before launch.