Director of Support Operations

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Join one of the nation's leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation's leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through: Data: integrate data in a flexible, open & scalable platform to power healthcare's digital transformation Analytics: deliver analytic applications & services that generate insight on how to measurably improve Expertise: provide clinical, financial & operational experts who enable & accelerate improvement Engagement: attract, develop and retain world-class team members by being a best place to work Job Profile Summary Support Operations sits at the intersection of customer experience, product quality, and regulatory trust. In healthcare, the quality of our support is not just a satisfaction metric - it directly affects how our customers care for their patients and meet their compliance obligations. This role is the operating engine behind that promise. We are looking for a Director of Support Operations to lead the systems, processes, and insights that power our Customer Support organization. Our customers operate in highly regulated healthcare environments, which means our support function must be fast, accurate, well-documented, and audit-ready at all times. You will own the support tech stack (Zendesk, Salesforce, and adjacent tools), build the reporting that drives accountability across the team, and design the operating processes and quality programs that allow our frontline support engineers to deliver consistently excellent outcomes. This is a hands-on people-management role. You will manage a small team of 2-5 specialists across tooling administration, support analytics, and quality / knowledge management, while partnering closely with frontline support leadership, Product, Engineering, Compliance, and Customer Success. What you'll own in this Role: Own the support tech stack - administer and continuously improve the Atlassian platform (Jira, Jira Service Management, Confluence, etc.) and integrated tools (GetInt, API integrations, etc.). Design and maintain workflows - ticket routing, SLA policies, escalation paths, automations, macros, and integrations with Engineering and Customer Success platforms. Drive system roadmap - evaluate, pilot, and roll out new capabilities (e.g. AI deflection, self-service, omni-channel routing) with clear success criteria. Maintain compliance posture - ensure tooling configurations meet HIPAA, SOC 2, HITRUST, and internal security requirements, including access reviews and audit evidence. Reporting, Analytics & KPIs Build the source of truth - design and maintain dashboards covering SLA attainment, response/resolution times, CSAT, backlog health, agent productivity, and identified criteria. Surface insight, not just data - deliver weekly, monthly, and QBR-grade reporting that explains what is happening, why, and what we should do about it. Forecast and model - partner with the VP of Support and Training on capacity planning, ticket volume forecasting, and headcount modeling. Instrument new programs - define KPIs and reporting up front for any new product launch, support program, or process change. Process Design & Quality Assurance Document the operating model - build and maintain SOPs, runbooks, and decision trees for all support levels and escalation flows. Run the QA program - design the rubric, sampling strategy, and calibration cadence; deliver coaching insights to support managers. Drive continuous improvement - identify recurring drivers of escalations, rework, and dissatisfaction; lead cross-functional initiatives to fix them at the root cause. Support audit and compliance reviews - ensure processes and evidence are maintained to satisfy customer security reviews and internal/external audits. Knowledge Documentation & Management Own the knowledge base - lead the strategy, structure, governance, and lifecycle for internal and customer-facing knowledge content. Operationalize a content lifecycle - define how articles are created, reviewed, approved, retired, and measured (views, deflection, helpfulness). Enable self-service and AI - ensure knowledge content is structured and tagged in ways that power self-service, in-product help, and AI-assisted support. Coordinate cross-functional contributions - work with Product, Engineering, and Compliance to keep release notes, known issues, and regulatory guidance accurate and current. Team Leadership Manage and develop a team of 1-5 - spanning tooling administration, analytics, and QA / knowledge; set goals, coach performance, and grow careers. Operate as a leader on the support staff - represent operations in leadership reviews, planning cycles, and customer escalations. What you bring

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