Director, Operations Center (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

The Director, Operations Center is responsible for leading and managing a global team of operations specialists and engineers who monitor, maintain, and optimize our SaaS platform. This role requires a strong leader with expertise in advanced SaaS operations, incident management, observability and process improvement to ensure 24/7 system availability and customer satisfaction. This position requires an obsession with internal and external customer experience and satisfaction.

Sponsorship, in any form, is not available for this position.

Location: Remote, US

Role qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; MBA or advanced degree preferred.
• 12+ years of experience in SaaS operations, IT infrastructure, or cloud services, with at least 10 years in a leadership role.
• Strong understanding of cloud-based platforms (AWS, Azure, or GCP) and modern monitoring tools (Datadog, New Relic, Splunk, etc.).
• Knowledge of the Healthcare industry and a highly integrated ecosystem.
• Proven track record in incident management, operational excellence, and process optimization.
• Experience with automation, scripting, and DevOps methodologies.
• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Strong leadership, communication, and stakeholder management skills.
• Familiarity with compliance standards such as SOC 2, ISO 27001, HITRUST, Fedramp and ITIL frameworks.

Preferred Qualifications:

• Experience managing a 24/7 operations center with a global team.
• Knowledge of Kubernetes, Docker, and microservices architecture.
• Certification in ITIL, AWS, or other relevant areas.

What you will be doing:

• Lead a Global Operations Center team with a "follow the sun" model to monitor and ensure the availability, performance, and reliability of Availity's platforms.
• Develop and implement operational strategies, policies, and best practices to enhance system uptime and efficiency.
• Oversee ITIL and alternative best practices based Service Management processes which include Incident, Problem and Major Incident Management processes, ensuring timely resolution, root cause analysis, and post-mortem reporting.
• Collaborate with engineering, product, and customer support teams to optimize operational workflows and incident response.
• Implement automation and monitoring tools to improve operational efficiency and reduce manual tasks.
• Drive continuous improvement initiatives, including capacity planning, system scaling, and process enhancements.
• Establish key performance indicators (KPIs) and metrics to measure operational success and team performance.
• Manage on-call rotations and response protocols to ensure rapid issue resolution and minimal service disruptions.
• Stay up to date with industry trends, emerging technologies, and best practices in SaaS operations.
• Mentor and develop team members to foster a high-performing and engaged workforce.
• Holding internal teams and customers accountable for the best possible experiences.
• Managing the IT Operations Budget, resource allocation, and vendor relationships

Availity culture and benefits:

• Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"!
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter resume review
• Manager resume review
• Recruiter video interview
• Manager video interview
• Panel video interview
• SVP & CTO video interview

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

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