Global Service Excellence Director in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Global Service Excellence Director in United States.
This is a high-impact executive role responsible for designing and leading a global, always-on service organization that ensures seamless support across customers, clinicians, and internal teams. You will build a brand-new, distributed engineering and service squad operating in a follow-the-sun model, defining its structure, tools, and operating principles from the ground up. The role sits at the intersection of engineering, operations, and customer experience, with direct accountability for uptime, resolution speed, and service quality. You will act as the senior leader for service and integration across complex healthcare workflows, including mission-critical radiology systems. This is a rare opportunity to shape how technology support functions at global scale in a fast-growing, AI-driven healthcare environment. Reporting directly to the CEO, you will influence strategic decisions while ensuring operational excellence across all service layers.
- Build and lead a globally distributed service and support engineering organization operating in a 24/7 follow-the-sun model, ensuring continuous coverage and rapid response across time zones.
- Design and own the end-to-end service operating model, including tooling, automation, runbooks, escalation paths, SLOs, and support workflows.
- Define, track, and continuously improve key service metrics such as time-to-resolution, first-contact resolution, system reliability, and customer effort scores.
- Architect and evolve the support technology stack, focusing on scalable automation, self-service capabilities, and reduced manual intervention.
- Serve as the senior technical owner for teleradiology integrations and workflows, including PACS, RIS, HL7, DICOM, and related systems.
- Partner cross-functionally with Engineering, Product, Clinical Operations, Security, and Customer Success to eliminate recurring incidents and improve product stability.
- Lead major incident response (Sev-1), ensuring effective coordination, communication, and long-term remediation of systemic issues.
- Provide executive-level reporting to leadership on service health, operational risks, and improvement priorities.
- Extensive experience leading global support, service engineering, or operations organizations in SaaS or regulated, high-availability environments.
- Proven ability to design and operate 24/7 follow-the-sun service models, including team distribution, handoffs, and operational governance.
- Strong technical background in cloud infrastructure, APIs, observability, integration platforms, and automation at scale.
- Familiarity with healthcare or radiology systems (HL7, DICOM, FHIR, PACS/RIS/workflows) or ability to quickly ramp into complex technical domains.
- Demonstrated success driving operational excellence through SLOs, metrics-driven management, and continuous improvement practices.
- Exceptional leadership skills managing distributed, cross-cultural teams with strong written and verbal communication abilities.
- Executive presence with experience engaging senior leadership and translating operational performance into strategic insights.
- Customer-centric mindset combined with strong problem-solving and incident management capabilities.
- Competitive executive-level compensation package
- Remote-first flexibility with global collaboration opportunities
- Equity and long-term incentive opportunities (where applicable)
- Learning and development support, including mentorship and career growth programs
- Flexible working arrangements and autonomy over schedule
- Inclusive family support policies across all life stages
- Opportunity to build and lead a global function from the ground up
- Work within a mission-driven environment focused on healthcare innovation and global impact.