Aledade is seeking a strategic Director of Support Operations to lead the evolution of our support organization. The ideal candidate has a track record of leading complex support operations for a robust healthcare SaaS product and driving transformative, non-linear growth.
The primary goal of this role is to architect a scalable, high-performance function that handles increasing volume through automation and technology rather than linear growth. You will be a transformation leader, a subject matter expert in healthcare data, and an executive-ready communicator.
Primary Duties:
- Strategic Transformation and Scalability
- Non-Linear Scaling: Design and execute roadmap to decouple ticket volume from headcount. Implement AI, automation, and self-service tools to absorb 2x-3x increase in volume while maintaining a lean and efficient team.
- Operational Architecture: Proactively identify and remove bottlenecks. Move beyond management of ticket queues to building systems and KPIs required for long-term sustainability.
- Executive Governance and Stakeholder Influence
- Strategic Storytelling: Able to transform complex topics into a persuasive narrative, effectively securing buy-in from senior leadership and cross-functional teams through clear verbal and written communication (memos, proposals, and executive-level slides).
- Stakeholder Management and Partnership:
- Act as a strategic partner to a variety of internal stakeholders to ensure support requirements are integrated into the broader company roadmap and product roll-outs are adequately supported by the team.
- Manage relationships with external data vendors to ensure consistent data delivery.
- Serves as a strategic partner to our practices by translating their pain points into actionable internal requirements.
- Serve as leadership escalation for customers, effectively manage service recovery in partnership with market leadership
- High Performing Culture and Team Management
- Foster a High Performing Culture: Cultivate radical accountability and hold everyone to a high standard, eliminating inefficiency through self-service tools, and keeping the team’s talent level high through hands-on coaching and clear performance standards.
- Empower Team Innovation: Create a space for the team to think outside the box and suggest new ways to solve problems, ensuring that great ideas are tested and put into action.
- High-trust Environment: Foster a collaborative and unified culture characterized by psychological safety, open communication, and mutual support.
- Professional Development: Design and execute individualized career roadmaps for team members, ensuring their skills in AI, data, and leadership grow alongside Aledade.
- Resource Advocacy: Champion the team’s needs for tools, training, and headcount by building data-backed business cases for investment.
- Healthcare Domain Expertise and Root Cause Analysis
- Healthcare Data Proficiency: Drive issue resolution through deep healthcare data proficiency (claims, scheduling, clinical, ADT, payer attribution). Use health tech expertise to accelerate resolution by mentoring the team through complex troubleshooting.
- Incident Management: Direct the operational response to any incidents with our applications or data breaches that affect external systems, such as EHRs, that send data to our applications. This includes having a deep understanding of the protocols for interface disabling and the technical expertise to confirm that all requirements and necessary remediations are fully satisfied before restoring the connection. Manage the timely escalation of incidents to the appropriate stakeholders.
Minimum Qualifications:
- Eight years of proven leadership directing, overseeing, and scaling complex operations as a Support or Transformation Director for a public or private company with over 2,000 employees or $500M in revenue.
- Background in mid-to-large enterprise environments with the ability to navigate formal approach cycles and standardized reporting.
- Experience with application and interface support’s best practices and industry standards.
- Hands on experience architecting enterprise-grade support platforms (eg. Zendesk).
- Experience with customer relationship management platforms (eg. Salesforce), project tracking tools (eg. JIRA).
- Experience with interface engine (eg. Nextgen Connect/Mirth, Corepoint, Rhapsody, Cloverleaf) and various connectivity methods, such as VPN, SFTP. XDS.b, XDM.
- Experience debugging healthcare transactions: Scheduling (HL7), Claims (837), and Clinical (CCDA).
Preferred Knowledge, Skills and/or Abilities:
- Functional competencies: Leadership and operational management skills, emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influence others, change management, relationship building, portfolio management skills, team building skills, strategic decision making, strategic planning, capacity planning, relationship building.
- Exceptional customer service skills and a customer-centric mindset.
- Master’s Degree in Computer Information System or MBA.
- Healthcare industry experience supporting PM and/or EHR systems is a plus.
- Experience using Snowflake, PostgreSQL, DataGrips.
Physical Requirements:
- Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
