Director of Professional Services – Healthcare SaaS

This is a fully remote position, open to applicants in United States.

📋 Description

• Symmetrio is seeking a Director of Professional Services on behalf of our client, a fast-growing global healthcare technology company dedicated to providing advanced solutions for intricate cancer workflows.

• This senior leadership position entails managing customer onboarding, technical implementations, application support operations, escalation governance, and maintaining service quality standards within a regulated healthcare SaaS framework. The Director of Professional Services will collaborate closely with Customer Success, Product, Software Engineering, Platform, and Clinical teams to guarantee the secure, predictable, and high-quality delivery of technology services to clients. As the senior leader overseeing customer-facing technical service operations, the Director will create structured frameworks, define service standards, manage executive-level escalations, and develop a high-performing technical service team. This role will report to the VP of Technology & Security.

• This is a full-time remote opportunity. The ideal candidate should be located in Central or Western United States.

⛳️ Requirements

• **Key Responsibilities:**

• - Lead and cultivate a high-performing Technology Service Operations function, encompassing Support and Implementation resources.

• - Oversee comprehensive technology service delivery, including onboarding, integrations, application support, and ongoing operational assistance.

• - Develop and sustain structured service frameworks that include SLAs, escalation pathways, case management standards, and operational reporting.

• - Ensure consistent and secure onboarding processes for healthcare clients, covering authentication, identity configuration, and connectivity validation.

• - Track service performance metrics and proactively tackle operational risks.

• - Promote continuous improvement in support tools, documentation standards, and service workflows.

• - Serve as the primary operational escalation point for customer technology and service-related issues.

• - Collaborate with Customer Success and Sales to enhance account health, renewals, and growth initiatives.

• - Engage directly with hospital IT leadership, clinical stakeholders, and executive sponsors when necessary.

• - Provide structured service reviews and operational reports to internal leadership and clients.

• - Ensure clear, professional, and timely communication during critical incidents or service-impacting situations.

• - Manage regional coordination of technology incidents that affect customers.

• - Establish structured incident response protocols and communication standards.

• - Work with Engineering and Reliability teams to address systemic risks and enhance platform resilience.

• - Supervise technical onboarding processes, including secure connectivity, SSO, directory integrations, and network configuration validation.

• - Partner with Engineering and Platform teams to optimize onboarding workflows and minimize time-to-value.

• - Identify recurring onboarding challenges and implement operational or tooling enhancements.

• - Ensure integrations with customer IT environments comply with security and regulatory requirements.

• - Define clear role responsibilities, accountability frameworks, and performance expectations.

• - Support hiring, onboarding, and professional development within the team.

• - Promote a culture of structured troubleshooting, operational discipline, and customer-centric thinking.

• - Ensure alignment between service operations, product development, and commercial teams.

🏝️ Benefits

• Minimum 8–10 years’ experience in B2B SaaS service delivery, technical operations, or IT service management roles.

• Minimum 3–5 years’ experience in leading customer-facing technical teams.

• Proven experience working with enterprise or healthcare clients in regulated environments.

• Strong understanding of SaaS onboarding, application support models, incident management, and escalation frameworks.

• Experience collaborating with Engineering and Platform teams to resolve cross-functional technical service challenges.

• Familiarity with identity and authentication systems (SAML/OIDC, Auth0, Entra ID / Active Directory is a plus).

• Knowledge of cloud-based application environments (AWS preferred) and secure customer connectivity models.

• Experience in defining and monitoring SLAs, KPIs, and operational dashboards.

• Strong executive-level communication and stakeholder management capabilities.

• Experience in healthcare technology environments is advantageous.