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 for our client, an expanding international healthcare technology company that specializes in advanced solutions for complex cancer workflows.

• This senior leadership position is accountable for supervising customer onboarding, technical implementations, application support operations, escalation governance, and maintaining service quality standards in a regulated healthcare SaaS setting. The Director of Professional Services will work closely with Customer Success, Product, Software Engineering, Platform, and Clinical teams to guarantee the delivery of secure, reliable, and high-quality technology services to clients. As the senior leader in charge of 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 directly to the VP of Technology & Security.

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

⛳️ Requirements

• **Key Responsibilities:**

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

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

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

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

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

• - Propel continuous enhancements across support tooling, documentation standards, and service workflows.

• - Serve as the senior operational escalation point for issues related to customer technology and services.

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

• - Directly engage with hospital IT leadership, clinical stakeholders, and executive sponsors when necessary.

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

• - Ensure clear, professional, and timely communication during critical incidents or service-affecting events.

• - Manage regional coordination of technology incidents impacting customers.

• - Establish structured incident response standards and communication protocols.

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

• - Oversee 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 improvements.

• - Ensure that integrations with customer IT environments adhere to security and compliance requirements.

• - Define clear role descriptions, accountability frameworks, and performance standards.

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

• - Cultivate 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 of experience in B2B SaaS service delivery, technical operations, or IT service management roles.

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

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

• Strong knowledge 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).

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

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

• Excellent executive-level communication and stakeholder management skills.

• Experience in healthcare technology environments is advantageous.