Director, Technical Customer Care

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  "active_status": "deleted"
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  "language": "en",
  "location": {
    "raw": "Greater Minneapolis-St. Paul Area",
    "city": "Greater Minneapolis-St. Paul Area",
    "region": null,
    "country": "United States",
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    "confidence": 0.9
  },
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  "salary_min": 155000,
  "inferred_at": "2026-06-02T10:35:49.002Z",
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    "location": {
      "raw": "Greater Minneapolis-St. Paul Area",
      "city": "Greater Minneapolis-St. Paul Area",
      "region": null,
      "country": "United States",
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      "United States"
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  "salary_period": "year",
  "workplace_type": "on_site",
  "salary_currency": "USD"
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{
  "lists": [
    {
      "text": "Essential Job Duties ",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding both daily operational performance and long-term strategic direction.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Ensure consistent, documented application of QA standards and performance expectations, including CSAT, SLA, and ASA across all teams to support fairness, defensibility, and performance integrity.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Serve as the executive escalation point for complex or high-visibility provider issues.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.</span></li>\n\n</ul></div>"
    },
    {
      "text": "Other Job Duties ",
      "content": "\n<li>Other duties as assigned by supervisor or HHA exchange leader.</li>\n"
    },
    {
      "text": "Travel Requirements. ",
      "content": "\n<li>\n<p style=\"margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; font-family: Arial, sans-serif; color: black;\">Travel 10-25%, including overnight travel</span></p>\n</li>\n\n<div>&nbsp;</div>"
    },
    {
      "text": "Required Education, Experience, Certifications and Skills",
      "content": "<div>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Minimum 5 years managing teams that support customers using complex software products in a SaaS environment, with a proven track record of driving performance, quality, and customer satisfaction.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist tools and how they support deflection, efficiency, and improved customer experience.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.5pt; font-family: Arial, sans-serif; color: black;\">A proactive, solution-oriented mindset with enthusiasm, resilience, and a strong commitment to delivering exceptional customer service.\\Demonstrated ability to work independently while fostering a collaborative, team-oriented culture.</span></li>\n\n</ul></div>"
    }
  ],
  "country": "US",
  "createdAt": 1773869809252,
  "updatedAt": null,
  "categories": {
    "team": "Technical Customer Care",
    "location": "Greater Minneapolis-St. Paul Area",
    "commitment": "Full Time",
    "department": "Technical Support",
    "allLocations": [
      "Greater Minneapolis-St. Paul Area"
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  "workplaceType": "onsite"
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