Director of Product Support, Healthcare Technology

Director of Product Support, Healthcare Technology at DispatchHealth

The Director of Product Support, Healthcare Technology leads and scales a 24x7 healthcare technology support organization, critical for maintaining mission-critical systems in patient care. This pivotal role demands exceptional judgment, operational rigor, and the ability to navigate urgency, regulatory compliance (HIPAA, PHI), and customer trust within a highly regulated healthcare environment.

You will lead a team of support specialists, acting as a crucial liaison between customers, Product, Engineering, Security, Compliance, and Clinical Operations. Your direct impact will be felt in patient outcomes, system reliability, and customer confidence through world-class incident management, support operations, and continuous improvement initiatives. Be prepared for off-hours escalation support.

Leadership & Team Management

• Lead, coach, and scale a 24x7 product support organization (approximately 6–14 team members, with growth potential).
• Establish clear roles, on-call rotations, escalation paths, and performance expectations.
• Foster a culture of accountability, empathy, urgency, and excellence aligned with healthcare customer needs.
• Hire, develop, and retain high-performing support leaders and specialists.
• Assess and define staffing models and support strategies aligned with SLAs, customer expectations, and budget.

Healthcare & Compliance Excellence

• Ensure all support operations comply with HIPAA, PHI handling requirements, and security standards.
• Partner with Security, Compliance, and Legal teams on incident response, audits, and regulatory readiness.
• Establish standards for incident severity, response times, and communications aligned with patient care impact.

Incident Management & Operational Rigor

• Own incident triage, escalation, and resolution processes for customer issues and product defects.
• Lead response efforts for P0/P1 incidents with calm judgment and structured execution.
• Define, track, and continuously improve SLAs, OLAs, and customer communication protocols.
• Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions.

Process, Tooling & Transparency

• Design and implement scalable support workflows, runbooks, and escalation playbooks.
• Build and maintain dashboards and metrics related to:
  • Ticket volume and trends
  • Severity levels and response times
  • Customer and patient impact
  • Root causes and product quality indicators
• Ensure transparency and alignment across leadership, Product, and Engineering teams.
• Lead all customer and stakeholder communications related to service disruptions and product incidents.

Cross-Functional Collaboration & Product Quality

• Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams.
• Proactively identify systemic issues and product quality gaps.
• Translate support insights into actionable product and operational improvements.
• Advocate for customer needs while balancing engineering and operational constraints.

Qualifications

To be successful in this role, candidates typically possess:

EDUCATION AND EXPERIENCE

• Bachelor’s degree desired; advanced degree preferred.
• 10+ years of experience in product support, technical support, or customer operations.
• 5+ years of experience leading managers and/or senior individual contributors.
• Experience supporting healthcare, life sciences, or other regulated SaaS platforms.
• Proven experience leading 24x7 and on-call support organizations.

Skills/Abilities

• Strong working knowledge of HIPAA, PHI handling, and healthcare compliance requirements.
• Exceptional judgment under pressure with strong incident command and decision-making skills.
• Ability to build operational processes, dashboards, and metrics from the ground up.
• Excellent written and verbal communication skills, including executive-level and customer-facing communications.
• Strong cross-functional leadership and collaboration skills.
• Experience with ITIL, incident management frameworks, or SRE-style practices preferred.
• Ability to be available off-hours for escalation support is required.

Preferred Qualifications

• Experience supporting mission-critical or patient-facing systems.
• Background in healthcare delivery, care coordination, digital health, or EMR-adjacent platforms.
• Experience scaling support organizations in high-growth environments.

Key skills/competency

• Product Support Leadership
• Incident Management
• Healthcare Compliance (HIPAA, PHI)
• SaaS Support
• Operational Excellence
• Team Scaling
• Customer Operations
• Cross-functional Collaboration
• Root Cause Analysis
• Service Level Agreements (SLAs)