Director, Support Services

CareTracker, a division of Harris ; is seeking a Director of Support who will be responsible for leading and evolving the Client Support organization to deliver exceptional customer experience while driving operational performance, scalability, and continuous improvement.

You will oversee the people, processes, technology, and performance of the Support function, ensuring alignment with business objectives and service level expectations.

Reporting directly to the VP of Operations, you will partner closely with Product, Engineering, Customer Success, Professional Services, and Executive Leadership to advocate for customers, improve product quality, and strengthen end-to-end service delivery. This role requires deep healthcare technology experience, strong operational and analytical discipline, and a proven track record of successfully leading enterprise software support organizations.

The ideal candidate is an experienced support leader with executive presence and demonstrated success building and scaling organizations, driving transformational improvement, and developing future leaders. This role is well suited for someone seeking continued career growth and the opportunity to take on broader organizational leadership responsibilities over time.

This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 20%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in EST timezone.
Salary:

100K - 120K
AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.
What your impact will be:
Strategic Leadership

- Develop and execute the long-term vision, strategy, and operating model for the Client Support organization.

- Lead organizational transformation initiatives that improve scalability, customer satisfaction, and operational efficiency.

- Establish objectives and key results for service excellence and monitor performance against departmental and corporate goals.

- Drive adoption of automation, AI, knowledge management, and process improvements to increase efficiency and enhance the customer experience.

- Oversee the strategy and optimization of support technologies, knowledge management platforms, and automation tools to improve team efficiency and customer outcomes.

Operational Excellence

- Lead a high-performing Support organization responsible for delivering timely, effective, and consistent customer service.

- Own departmental KPIs, including customer satisfaction, SLA attainment, response and resolution times, backlog health, escalations, quality, and productivity.

- Contribute to Maintenance (MA) revenue forecasting and operational planning through insights into customer health, retention trends, and support performance.

- Partner with Customer Success and executive leadership to drive customer retention, reduce attrition, and support long-term recurring revenue growth through exceptional support delivery.

- Develop resource plans, staffing models, budgets, and forecasts that support business growth and customer demand.

- Analyze operational trends and performance metrics to proactively identify risks and opportunities for improvement.

- Ensure support processes are standardized, docume