[Remote] Director - Application Support Operations, Remote

Note: The job is a remote job and is open to candidates in USA. Aledade, Inc. is seeking a strategic Director of Support Operations to lead the evolution of their support organization. The role focuses on architecting a scalable, high-performance function that utilizes automation and technology to manage increasing volume, while also fostering a high-performing culture and team management.ResponsibilitiesStrategic Transformation and ScalabilityNon-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 teamOperational Architecture: Proactively identify and remove bottlenecks. Move beyond management of ticket queues to building systems and KPIs required for long-term sustainabilityExecutive Governance and Stakeholder InfluenceStrategic Storytelling: Able to transform complex topics into a persuasive narrative, effectively securing buy-in from senior leadership and cross-functional teams through clear verbal and written communication (memos, proposals, and executive-level slides)Stakeholder Management and Partnership:Act as a strategic partner to a variety of internal stakeholders to ensure support requirements are integrated into the broader company roadmap and product roll-outs are adequately supported by the teamManage relationships with external data vendors to ensure consistent data deliveryServes as a strategic partner to our practices by translating their pain points into actionable internal requirementsServe as leadership escalation for customers, effectively manage service recovery in partnership with market leadershipHigh Performing Culture and Team ManagementFoster a High Performing Culture: Cultivate radical accountability and hold everyone to a high standard, eliminating inefficiency through self-service tools, and keeping the team’s talent level high through hands-on coaching and clear performance standardsEmpower Team Innovation: Create a space for the team to think outside the box and suggest new ways to solve problems, ensuring that great ideas are tested and put into actionHigh-trust Environment: Foster a collaborative and unified culture characterized by psychological safety, open communication, and mutual supportProfessional Development: Design and execute individualized career roadmaps for team members, ensuring their skills in AI, data, and leadership grow alongside AledadeResource Advocacy: Champion the team’s needs for tools, training, and headcount by building data-backed business cases for investmentHealthcare Domain Expertise and Root Cause AnalysisHealthcare Data Proficiency: Drive issue resolution through deep healthcare data proficiency (claims, scheduling, clinical, ADT, payer attribution). Use health tech expertise to accelerate resolution by mentoring the team through complex troubleshootingIncident Management: Direct the operational response to any incidents with our applications or data breaches that affect external systems, such as EHRs, that send data to our applications. This includes having a deep understanding of the protocols for interface disabling and the technical expertise to confirm that all requirements and necessary remediations are fully satisfied before restoring the connection. Manage the timely escalation of incidents to the appropriate stakeholdersSkillsEight years of proven leadership directing, overseeing, and scaling complex operations as a Support or Transformation Director for a public or private company with over 2,000 employees or $500M in revenueBackground in mid-to-large enterprise environments with the ability to navigate formal approach cycles and standardized reportingExperience with application and interface support's best practices and industry standardsHands on experience architecting enterprise-grade support platforms (eg. Zendesk)Experience with customer relationship management platforms (eg. Salesforce), project tracking tools (eg. JIRA)Experience with interface engine (eg. Nextgen Connect/Mirth, Corepoint, Rhapsody, Cloverleaf) and various connectivity methods, such as VPN, SFTP. XDS.b, XDMExperience debugging healthcare transactions: Scheduling (HL7), Claims (837), and Clinical (CCDA)Functional competencies: Leadership and operational management skills, emotional intelligence, adaptability, communication skills, decision-making, strategic thinking, influence others, change management, relationship building, portfolio management skills, team building skills, strategic decision making, strategic planning, capacity planning, relationship buildingExceptional customer service skills and a customer-centric mindsetMaster's Degree in Computer Information System or MBAHealthcare industry experience supporting PM and/or EHR systems is a plusExperience using Snowflake, PostgreSQL, DataGripsBenefitsFlexible work schedules and the ability to work remotely are available for many rolesHealth, dental and vision insurance paid up to 80% for employees, dependents and domestic partnersRobust time-off plan (21 days of PTO in your first year)Two paid volunteer days and 11 paid holidays12 weeks paid parental leave for all new parentsSix weeks paid sabbatical after six years of serviceEducational Assistant Program and Clinical Employee Reimbursement Program401(k) with up to 4% matchStock optionsCompany OverviewAledade is a physician-led public benefit corporation and national leader in value‑based care. It was founded in 2014, and is headquartered in Bethesda, Maryland, USA, with a workforce of 1001-5000 employees. Its website is https://www.aledade.com.Company H1B SponsorshipAledade, Inc. has a track record of offering H1B sponsorships, with 5 in 2026, 19 in 2025, 11 in 2024, 7 in 2023, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.