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CopilotIQ · 1 day ago

Director, Operations

United States

Full-time

Remote

Director/Executive

8+ years exp

CopilotIQ is at the forefront of health tech innovation, transforming in-home care with an AI-driven platform. The Director of Operations will lead customer-facing operational functions, focusing on enhancing support efficiency and customer satisfaction while driving strategic initiatives and cross-functional collaboration.

Health CareMedicalMedical DeviceWellness

Responsibilities

Lead and scale support operations, ensuring that support structures and workflows evolve to maintain high service quality as the business scales without requiring proportional headcount increases

Define and refine support models that serve multiple stakeholders – hospitals, patients, and vendors – ensuring each group receives the right level of assistance while minimizing friction

Optimize operational efficiency and automation by implementing self-service tools, AI-driven solutions, and workflow automation, reducing manual workload while maintaining high customer satisfaction

Manage and develop a high-performing support team, fostering a customer-obsessed culture while ensuring structured onboarding, training, and performance management to drive team effectiveness

Work cross-functionally with Product and Engineering to influence platform enhancements, ensuring that common support issues are resolved through product improvements and that engineering escalations are handled efficiently

Support vendor coordination alongside Service Operations, ensuring vendors receive appropriate support while service leaders maintain direct accountability for vendor relationships

Leverage data to drive continuous improvement, tracking key support metrics (CSAT, resolution time, ticket deflection, and operational efficiency) to proactively address pain points and enhance service quality

Qualification

Customer support managementOperations managementData analysisSaaS support experienceLeadership skillsProcess improvementProblem-solvingCross-functional collaboration

Required

8+ years of demonstrated success in customer support or operations management – ideally in technology or startup environments

A Bachelors in Business, Operations, Engineering or Computer Science or equivalent experience; advanced degree preferred

Data-driven and process-oriented mindset, with a strong ability to analyze metrics, identify trends, and drive execution and continuous improvements

Exceptional problem-solving skills with the ability to manage complexity, synthesize relevant data, evaluate multiple solutions, and articulate recommendations clearly in writing and in collaboration with cross-functional stakeholders

Strong leadership and people management skills, with a track record of developing teams, improving operational structure, and fostering a culture of customer success