Director - Application Support Operations, Remote

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About this role

Director - Application Support Operations, Remote Remote, United States 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. 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

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