Director of Support Operations

Health Catalyst

1d•Remote

About The Position

Support Operations sits at the intersection of customer experience, product quality, and regulatory trust. In healthcare, the quality of our support is not just a satisfaction metric — it directly affects how our customers care for their patients and meet their compliance obligations. This role is the operating engine behind that promise. We are looking for a Director of Support Operations to lead the systems, processes, and insights that power our Customer Support organization. Our customers operate in highly regulated healthcare environments, which means our support function must be fast, accurate, well-documented, and audit-ready at all times. You will own the support tech stack (Zendesk, Salesforce, and adjacent tools), build the reporting that drives accountability across the team, and design the operating processes and quality programs that allow our frontline support engineers to deliver consistently excellent outcomes. This is a hands-on people-management role. You will manage a small team of 2–5 specialists across tooling administration, support analytics, and quality / knowledge management, while partnering closely with frontline support leadership, Product, Engineering, Compliance, and Customer Success.

Requirements

Experience supporting multiple B2B SaaS product sold into healthcare, life sciences, or another regulated industry (HIPAA, HITRUST, SOC 2, GxP, etc.).
Familiarity with workforce management concepts and tooling
Atlassian administrator certification.
Experience standing up or maturing a support QA program from the ground up.
5+ years in customer support, support operations, or a closely related operations function, with at least 1–2 years of direct people management.
Deep, hands-on experience administering a modern support platform (such as Jira Service Management, Zendesk, Salesforce Service Cloud, etc.), including workflows, automations, integrations, and reporting.
Strong analytical skills: comfortable building dashboards and digging into data (JQL, SQL, Looker, Tableau, Power BI, or similar) and translating it into clear narratives.
Demonstrated track record of designing and rolling out support processes, QA programs, or knowledge management programs at scale.
Excellent written communication; able to produce clear SOPs, executive-ready reporting, and customer-facing documentation.
Comfort operating in a regulated environment and partnering with Security and Compliance on access controls, audit evidence, and policy adherence.

Responsibilities

Own the support tech stack — administer and continuously improve the Atlassian platform (Jira, Jira Service Management, Confluence, etc.) and integrated tools (GetInt, API integrations, etc.).
Design and maintain workflows — ticket routing, SLA policies, escalation paths, automations, macros, and integrations with Engineering and Customer Success platforms.
Drive system roadmap — evaluate, pilot, and roll out new capabilities (e.g. AI deflection, self-service, omni-channel routing) with clear success criteria.
Maintain compliance posture — ensure tooling configurations meet HIPAA, SOC 2, HITRUST, and internal security requirements, including access reviews and audit evidence.
Build the source of truth — design and maintain dashboards covering SLA attainment, response/resolution times, CSAT, backlog health, agent productivity, and identified criteria.
Surface insight, not just data — deliver weekly, monthly, and QBR-grade reporting that explains what is happening, why, and what we should do about it.
Forecast and model — partner with the VP of Support and Training on capacity planning, ticket volume forecasting, and headcount modeling.
Instrument new programs — define KPIs and reporting up front for any new product launch, support program, or process change.
Document the operating model — build and maintain SOPs, runbooks, and decision trees for all support levels and escalation flows.
Run the QA program — design the rubric, sampling strategy, and calibration cadence; deliver coaching insights to support managers.
Drive continuous improvement — identify recurring drivers of escalations, rework, and dissatisfaction; lead cross-functional initiatives to fix them at the root cause.
Support audit and compliance reviews — ensure processes and evidence are maintained to satisfy customer security reviews and internal/external audits.
Own the knowledge base — lead the strategy, structure, governance, and lifecycle for internal and customer-facing knowledge content.
Operationalize a content lifecycle — define how articles are created, reviewed, approved, retired, and measured (views, deflection, helpfulness).
Enable self-service and AI — ensure knowledge content is structured and tagged in ways that power self-service, in-product help, and AI-assisted support.
Coordinate cross-functional contributions — work with Product, Engineering, and Compliance to keep release notes, known issues, and regulatory guidance accurate and current.
Manage and develop a team of 1–5 — spanning tooling administration, analytics, and QA / knowledge; set goals, coach performance, and grow careers.
Operate as a leader on the support staff — represent operations in leadership reviews, planning cycles, and customer escalations.