Director of Professional Services (Healthcare SaaS) in United States at Jobgether
NewJob Function: Human Resources
Jobgether
United States, United States
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Job Description
Director of Professional Services (Healthcare SaaS)
Accountabilities:
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Professional Services (Healthcare SaaS) based in the United States.
This is a senior leadership opportunity focused on building and scaling high-performing customer-facing technical service operations within a complex healthcare SaaS environment. The role sits at the intersection of technology delivery, customer success, and clinical workflow enablement, ensuring enterprise healthcare clients experience seamless onboarding, integration, and ongoing platform support. You will define the frameworks, standards, and operating models that govern service delivery across implementations, support, and incident management. Acting as a key escalation point, you will partner closely with engineering, product, and clinical teams to resolve complex issues and drive continuous improvement. The position requires strong operational leadership combined with deep technical fluency and the ability to engage confidently with executive stakeholders. This role is ideal for a leader who thrives in regulated environments where reliability, security, and customer experience are critical.
- Lead and scale a high-performing professional services organization covering customer onboarding, technical implementation, and application support functions.
- Define and enforce structured service delivery frameworks, including SLAs, escalation processes, case management standards, and operational reporting.
- Oversee end-to-end customer onboarding and integration processes, ensuring secure configurations such as SSO, identity management, and connectivity validation.
- Serve as the senior escalation point for complex customer issues, ensuring timely resolution and clear communication during critical incidents.
- Partner with engineering, platform, and clinical teams to resolve systemic issues and improve platform reliability and performance.
- Monitor operational KPIs and service performance metrics to proactively identify risks and drive continuous improvement.
- Establish and optimize incident management and response protocols, including communication standards and cross-functional coordination.
- Collaborate with Customer Success and Sales teams to support renewals, account health, and expansion opportunities.
- Engage directly with enterprise healthcare stakeholders, including hospital IT leaders and executive sponsors, as needed.
- Drive improvements in tooling, documentation, onboarding workflows, and support processes to reduce time-to-value.
- Lead hiring, onboarding, and development of technical services teams while fostering a culture of accountability and customer focus.
- Align service operations strategy with broader product, engineering, and commercial objectives.
- 8–10+ years of experience in SaaS professional services, technical operations, IT service management, or related customer-facing technical roles.
- 3–5+ years of experience in leadership roles managing technical or service delivery teams.
- Proven experience supporting enterprise customers, ideally within healthcare or other regulated environments.
- Strong understanding of SaaS onboarding, integration processes, incident management, and escalation frameworks.
- Experience collaborating with engineering and platform teams on complex technical issue resolution.
- Familiarity with identity and access management technologies (e.g., SAML, OIDC, Entra ID, Active Directory).
- Knowledge of cloud environments (AWS preferred) and secure connectivity models for enterprise deployments.
- Ability to define and track SLAs, KPIs, and operational performance dashboards.
- Strong executive communication skills with the ability to translate technical issues into business impact.
- Demonstrated ability to lead cross-functional initiatives and manage competing priorities in fast-paced environments.
- Healthcare technology experience is a strong advantage.
- Strategic mindset with strong operational discipline, problem-solving ability, and customer-first orientation.
- Competitive compensation aligned with senior leadership responsibilities and experience.
- Fully remote role within the United States, with preference for Central or Western time zones.
- Opportunity to shape and scale a critical customer-facing function in a high-growth healthcare SaaS environment.
- Comprehensive health, dental, and vision insurance coverage.
- Flexible work environment supporting work-life balance.
- Leadership role with direct impact on customer experience, product reliability, and operational excellence.
- Opportunity to work closely with executive leadership and influence company-wide service strategy.
- Professional growth in a mission-driven, innovation-focused organization operating in regulated healthcare technology.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Job Location
United States, United States
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