Director, Service Operations

Synthesis Health-posted 3 months ago
$95,000 - $150,000/Yr
Full-time • Senior
Houston, TX
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The Director of Service Operations is a transformative leader responsible for overseeing the end-to-end service strategy at Synthesis Health, including quality assurance, customer operations and technical support from Tier 0 through Tier 3. This role will champion a data-driven, customer-centric approach, leveraging business intelligence (BI), AI-driven self-service and omnichannel support solutions to elevate the service experience. This leader will shape and drive the evolution of service operations into a high-performing, scalable and Best in KLAS service organization—positioning Synthesis Health as an industry leader in operational excellence and customer satisfaction. This senior leader will be our company and customer SME on all aspects of Support/Technology (knows everything about all our solutions).

  • Leads and manages a comprehensive, multi-tiered support organization (Tier 0 – Tier 3), encompassing self-service, technical support, escalations and expert-level resolution teams.
  • Establishes a unified global service model, aligning workflows, SLAs, KPIs and escalation protocols.
  • Hands on and leads by example; works directly with our clients on engagement troubleshooting sessions, creating documentation, training and knowledge transfer to the teams.
  • Inspires and develops a high-performance team culture with a focus on innovation, professional growth and operational excellence.
  • Oversees the quality assurance (QA) function, ensuring customer feedback loops improve product quality, support accuracy, and overall customer experience.
  • Partners with Product and L&D to design ongoing training and development programs tailored to service innovation, AI tools, and advanced analytics.
  • Defines and implements key performance indicators (KPIs), service level agreements (SLAs) and real-time analytics dashboards using modern BI tools (i.e., Power BI, Tableau).
  • Leverages customer insights, trend analyses, and predictive analytics to proactively manage support needs and resource planning.
  • Embeds a data-first culture throughout the service organization to drive accountability, continuous improvement and strategic planning.
  • Leads the redesign and expansion of service channels, introducing and optimizing omnichannel solutions (voice, chat, in-app, SMS, email, web, etc.).
  • Drives the implementation of AI-powered self-service platforms, such as intelligent chatbots, virtual assistants and knowledge base systems.
  • Creates seamless digital service experiences that balance automation with human interaction to enhance responsiveness and reduce ticket volumes.
  • Serves as the voice of the customer, advocating for their needs within the organization and driving improvements in satisfaction, retention and loyalty.
  • Leads initiatives to achieve and maintain Best in KLAS recognition, using it as a benchmark for performance, innovation and industry leadership.
  • Collaborates with other departments, such as sales, marketing, and customer success, to ensure alignment and seamless customer experience.
  • Champions continuous improvement through quality control methodologies (i.e., Lean, Six Sigma, ITIL frameworks) to streamline operations and eliminate inefficiencies.
  • Collaborates cross-functionally with Product, Engineering, Implementations and Sales teams to ensure service strategies align with company growth and product roadmaps.
  • Serves as a key executive stakeholder for product development feedback, customer escalations and operational planning.
  • Develops and maintains the culture of inventorship, innovation, and continuous improvement within the department.
  • Develops ideas and encourages the free exchange of ideas among employees across the organization.
  • Bachelor’s degree in computer science, Information Systems, Engineering, Healthcare Administration or related field.
  • Minimum of 10+ years of leadership experience in technical support, service operations, or customer success roles—ideally within health tech, SaaS or enterprise IT.
  • Proven track record of modernizing support organizations, implementing data/BI strategies and deploying AI/self-service solutions.
  • Expertise with CRM/ITSM platforms (i.e., Salesforce, Zendesk, ServiceNow) and BI tools (i.e., Power BI, Tableau, Metabase).
  • Master’s degree (MBA, MHA, or equivalent) or relevant certifications (ITIL, Six Sigma, etc.).
  • Medical
  • Dental
  • Vision
  • Use as needed vacation policy
  • Participation in our employee option program
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