Senior Director, Support Operations

Full-time Management & Operations

Responsibilities

• Define the multi-year operating model across Care, Customer Success, and Print/Ship Operations
• Build and lead a team of managers across three core functions
• Own the operating budget and unit economics for human handling, vendor spend, and fulfillment
• Manage service levels (CSAT, response time, resolution time) for phone, email, and chat
• Direct workforce models including staffing, scheduling, and intraday standards
• Drive retention for health plan and retail partner clients
• Oversee the fulfillment supply chain, including print, mail, and shipping throughput
• Own the technology roadmap for contact center platforms, CRM, and WFM tooling

Requirements

• 10+ years of experience in operations, customer success, or service delivery leadership
• 5+ years leading multiple functions or a team of 50+ people
• Proven track record running high-volum...