technical support director

Dammam Airports | مطارات الدمام

<div>
 <p>
  <strong>
   Job Purpose
  </strong>
 </p>
 <p>
  Oversee the planning, design, and execution of technical projects, ensuring alignment with project goals, regulatory compliance, optimal resource utilization, and high standards of quality and sustainability.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Position Accountability Description
  </strong>
 </p>
 <p>
  <strong>
   Strategic Leadership
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Create and lead the implementation of strategies for technical support that align with Dammam Airport Company vision, mission, and strategic goals, ensuring that the department contributes to overall organizational success.
  </li>
  <li>
   Ensure that technical support strategies are clearly communicated and understood by relevant personnel within Dammam Airport Company, fostering alignment and engagement.
  </li>
  <li>
   Oversee the development and execution of technical support projects and initiatives, collaborating with top management to ensure they align with best practices and strategic priorities.
  </li>
  <li>
   Develop key performance indicators (KPIs) to measure and optimize support performance.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Operational Excellence
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Manage technical support projects, including planning, priorities and projects simultaneously, ensuring that resources are allocated effectively and deadlines are met.
  </li>
  <li>
   Ensure the alignment of design detailing with project goals and requirements by leading comprehensive design assessments, ensuring all aspects meet project specifications and regulatory requirements.
  </li>
  <li>
   Oversee remote support tools, ticketing systems, and customer relationship management (CRM).
  </li>
  <li>
   Manage customer expectations, handling complaints, and delivering exceptional support experiences.
  </li>
  <li>
   Lead the development of engineering aspects with considering customer support policies, procedures, and standards to ensure consistent service delivery.
  </li>
  <li>
   Manage the identification of root causes of technical issues and develop effective solutions and manage critical incidents, including rapid response, escalation management, communication, and post-incident analysis.
  </li>
  <li>
   Guide the use of data analysis to monitor support data, identify trends lines of tasks, and drive continuous improvement in support operations.
  </li>
  <li>
   Ensure the team leverages on cybersecurity principles implementation and best practices to protect confidential data and ensure secure support operations.
  </li>
  <li>
   Leading the delivery of consistent technical support and assessments during the business case preparation stage and after initial approvals, guiding project teams to ensure technical compliance with regulatory standards and best practices.
  </li>
  <li>
   Lead site assessments and proposal development for allocation, ensuring optimal site selection, resource utilization, and long-term sustainability of assets.
  </li>
  <li>
   Shape technical reviews and approvals process for design submissions, ensuring compliance with project specifications and regulatory requirements, and contribute to the formulation and implementation of a robust asset strategy with a standardized life cycle framework.
  </li>
  <li>
   Lead the use of process improvement methodologies, such as Lean, Six Sigma, or ITIL, to enhance efficiency, reduce response times, and improve customer satisfaction.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Stakeholder Management
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Develop and sustain strong relationships with internal and external stakeholders to ensure effective communication and implementation of technical support initiatives.
  </li>
  <li>
   Serve as a focal point for clarifying newly developed or updated technical policies and procedures.
  </li>
  <li>
   Collaborate and communicate effectively with cross-functional teams to resolve complex customer issues and improve product quality.
  </li>
  <li>
   Work closely with various departments to ensure alignment and support for technical support initiatives, addressing inquiries and resolving discrepancies related to technical services.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Team Leadership and Development
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Lead, mentor, and develop a team of technical support specialists, fostering a collaborative and high-performance culture.
  </li>
  <li>
   Define clear performance expectations, provide regular feedback, and conduct performance evaluations to ensure team members achieve their objectives.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Financial Management
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Oversee the financial planning and budgeting for the technical support department, tracking expenditures and ensuring alignment with financial targets.
  </li>
  <li>
   Ensure that technical support-related expenditures are within budgetary constraints and contribute to financial efficiency.
  </li>
  <li>
   Generate and present budget reports to senior management, offering insights and recommendations for financial planning within the technical support department.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Risk and Compliance Management
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Maintain compliance with industry standards, regulations, and Dammam Airport Company policies in all technical support processes and activities.
  </li>
  <li>
   Perform regular audits and quality reviews to assess compliance with Dammam Airport Company policies and regulatory standards within the technical support function.
  </li>
  <li>
   Create and implement strategies to mitigate risks associated with technical support operations and initiatives.
  </li>
 </ol>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Innovation and Continuous Improvement
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ol>
  <li>
   Promote innovation within the technical support department by adopting new technologies and methodologies to enhance service delivery and efficiency.
  </li>
  <li>
   Regularly review and refine technical support processes to enhance performance, address gaps, and drive operational excellence.
  </li>
  <li>
   Foster a culture of continuous improvement by actively seeking feedback, implementing enhancements, and adapting to evolving technical and operational requirements.
  </li>
 </ol>
 <p>
  <strong>
   Minimum Job Requirements
  </strong>
 </p>
 <p>
  <strong>
   Education Background:
  </strong>
  Bachelor&rsquo;s degree: Engineering or equivalent.
 </p>
 <p>
  <strong>
   Relevant Experience:
  </strong>
  Minimum 12 years of total experience in technical support or related field, with significant experience in a leadership position.
 </p>
 <p>
 </p>
</div>


Technical Support Director

Ultahost, inc

<div><div>About UltaHost:</div><div>
UltaHost is a fast-growing global web hosting provider, delivering high-performance infrastructure and exceptional customer experiences to clients worldwide. We operate in a highly dynamic and technology-driven environment where service reliability, technical excellence, and customer satisfaction are at the core of everything we do.</div><div>
As we continue to scale globally, we are seeking a Customer Support Director to lead, transform, and elevate our entire support organization.</div><div></div><div><br>
About the Role</div><div>
The Customer Support Director will be responsible for the strategic and operational leadership of all technical support teams across the organization.</div><div>
This role goes beyond daily operations it requires building scalable structures, optimizing workforce planning, driving performance excellence, and ensuring world-class customer experience across all support channels.</div><div>
You will oversee team performance, workforce planning, shift structures, quality assurance, escalation management, policy creation, and cross-departmental alignment ensuring both customer satisfaction and internal team engagement at scale.</div><div>
This is a high-impact leadership role directly influencing retention, brand reputation, and operational efficiency.</div><div></div><div><br>
Key Responsibilities</div><div>
1-Strategic Leadership &amp; Organizational Management</div><ul><li>Lead and manage all Customer Support Managers, Team Leads, and Support Specialists.</li><li>Define and execute the global support strategy aligned with company growth objectives.</li><li>Design scalable support structures to support business expansion.</li><li>Establish clear KPIs and accountability frameworks across all support layers.</li></ul><div></div><div><br>
2-Operational Excellence</div><ul><li>Oversee day-to-day global support operations across all channels (tickets, live chat, etc.).</li><li>Ensure optimal queue management, SLA compliance, and resolution efficiency.</li><li>Design and manage shift structures to ensure 24/7 coverage and efficiency.</li><li>Determine workforce planning needs based on growth forecasts and workload analysis.</li><li>Lead high-level escalations and critical incident management processes.</li></ul><div></div><div><br>
3-Performance Management &amp; Analytics</div><ul><li>Define, track, and analyze key metrics including CSAT, FCR, AHT, SLA adherence, backlog trends, and retention indicators.</li><li>Use data-driven insights to continuously improve performance and service quality.</li><li>Implement structured performance evaluation systems and continuous coaching frameworks.</li><li>Establish quality assurance standards for customer communication and technical resolution.</li></ul><div></div><div><br>
4-Process Development &amp; Quality Assurance</div><ul><li>Develop, implement, and maintain support policies, SOPs, and best practices.</li><li>Standardize customer communication quality and support content standards.</li><li>Ensure consistency and excellence in customer interactions across all teams.</li><li>Identify process inefficiencies and implement automation and tooling improvements.</li></ul><div></div><div><br>
5- Cross-Department Collaboration</div><ul><li>Collaborate closely with Infrastructure, Engineering, Product, Billing, and Sales teams.</li><li>Ensure seamless escalation paths and issue resolution workflows.</li><li>Contribute to system testing, business requirement definition, and service improvement initiatives.</li><li>Support infrastructure availability by coordinating effectively with engineering leads.</li></ul><div></div><div><br>
7-Culture &amp; Team Development</div><ul><li>Build a high-performance, accountability-driven support culture.</li><li>Drive employee engagement, retention, and career path development.</li><li>Create leadership pipelines within the support organization.</li><li>Foster continuous improvement through feedback loops and post-incident reviews.</li></ul><div></div><div><br>
Qualifications</div><ul><li>4+ years of leadership experience in Technical Support or Customer Support Operations (preferably within web hosting, cloud, or infrastructure services).</li><li>Proven experience managing multi-layered support organizations (Managers, Team Leads, Specialists).</li><li>Strong experience in workforce planning, shift management, and operational scaling.</li><li>Demonstrated success in improving KPIs and optimizing support performance.</li><li>Advanced English proficiency (written and verbal) with strong ability to communicate technical concepts clearly.</li><li>Strong analytical mindset with experience using performance data to drive decisions.</li><li>Experience building policies, SOPs, and structured operational frameworks.</li><li>Proven professional experience within web hosting, cloud infrastructure, SaaS, or related technology-driven environments, with a strong understanding of service reliability, scalability, and customer lifecycle management.</li></ul><div></div><div><br>
Technical Knowledge</div><ul><li>Strong understanding of web hosting infrastructure and server environments.</li><li>Experience with hosting platforms such as cPanel, Plesk, CyberPanel, HestiaCP, CWP, WHMCS.</li><li>Knowledge of domain technologies, DNS systems, and domain extensions.</li></ul><div></div><div><br>
What We&rsquo;re Looking For</div><ul><li>A strategic thinker who can scale operations, not just manage them.</li><li>A data-driven leader who makes measurable impact.</li><li>A culture builder who inspires high performance.</li><li>A hands-on executive who understands technical environments.</li><li>A problem solver who thrives in fast-paced, high-growth companies.</li></ul><div></div><div><br>
What We Offer</div><ul><li>Be part of a rapidly growing global technology company.</li><li>Lead and shape a high-impact, customer-facing organization.</li><li>Influence company-wide performance and customer retention.</li><li>Work in a dynamic, performance-driven environment.</li><li>Competitive salary package.</li></ul></div>

Customer Support Director

SMA AMERICA

<div><div><p><b>Why Work at SMA America</b><br>
<br>
At<b> SMA America</b>, we believe in <i>Energy </i>that <i>Changes</i>. Since 1981, we've been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems &mdash; all while pushing the boundaries of what's possible in clean energy.<br>
<br>
But we're not just transforming power &mdash; we're empowering people.<br>
<br>
We've built a culture where bold ideas are welcomed, collaboration is second nature, and your career growth truly matters. With our<b> Rocklin, CA headquarters</b> as the hub, we offer a hybrid work model, competitive benefits, and a team-driven environment where your impact is seen and felt.<br>
<br>
Whether you're a sales expert, service pro, or engineering innovator, if you're ready to join a purpose-driven team committed to shaping the future of energy &mdash; <b>we'd love to meet you.</b></p></div><p>
POSTITION OVERVIEW</p>
<ul>
<li>We are seeking a <b>Director of Technical Support</b> to lead SMA America's Technical Support function for the Large-Scale segment. This role is accountable for delivering expert-level technical solutions to customers and internal field service teams, ensuring high-quality diagnostics, efficient resolution of equipment failures, and consistent escalation management across North America.</li>
<li>The Director of Technical Support serves as the primary escalation point for complex technical issues impacting customer satisfaction and field performance. This leader works closely with Engineering, R&amp;D, and Quality teams at SMA headquarters to resolve regional technical issues, identify recurring failure patterns, and drive continuous improvement across SMA's inverter and communication product portfolio.</li>
<li>This position follows a <b>hybrid work model for local candidates</b>, with in-office collaboration, and is <b>remote for non-local candidates</b>, requiring the ability to effectively support field operations and partner with cross-functional teams across regions. The role plays a critical leadership function within SMA's Service &amp; Operations organization, partnering closely with Field Service Operations and Service Quality to build a proactive, customer-centric technical support model and ensure support readiness for new product introductions.</li>
</ul>
<p>PRIMARY DUTIES / RESPONSIBILITIES</p>
<p>
Lead Technical Support and Troubleshooting</p>
<ul>
<li>Lead and develop Level 1, 2, and 3 Technical Support teams supporting the Large-Scale segment across North America</li>
<li>Serve as the primary escalation point for complex technical challenges impacting customer satisfaction or field performance</li>
<li>Ensure effective coordination between Technical Support, Field Service Operations, and Customer Service to deliver rapid and accurate diagnostics</li>
<li>Establish, track, and report KPIs including case resolution time, first-call resolution rate, and field escalation efficiency, driving continuous improvement</li>
</ul>
<p>Collaboration with R&amp;D, Engineering, and Quality</p>
<ul>
<li>Collaborate with R&amp;D, Engineering, and Quality teams at SMA headquarters to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects</li>
<li>Provide technical leadership in root cause analysis and contribute to product improvement feedback loops</li>
<li>Own and maintain a robust technical knowledge base to support onboarding, training, and diagnostic consistency</li>
</ul>
<p>New Product Introduction and Support Readiness</p>
<ul>
<li>Participate in new product introduction planning to ensure technical support readiness and field serviceability</li>
<li>Partner with cross-functional teams to ensure new products are supported with appropriate tools, documentation, and processes</li>
</ul>
<p>Product Behavior and Technical Leadership</p>
<ul>
<li>Act as the voice of Technical Support for customer escalations, executive briefings, and internal leadership forums</li>
<li>Partner closely with the Director of Field Service Operations and Service Quality to build a proactive and customer-centric service organization</li>
<li>Other duties as assigned</li>
</ul>
<p>REQUIRED QUALIFICATIONS</p>
<ul>
<li>Associate's degree in a technical or electrical field is required</li>
<li>Bachelor's degree in a technical field or business is preferred</li>
<li>Minimum of 5 years of experience in technical product support</li>
<li>Phone-based technical support experience is required</li>
<li>Experience supporting inverter and communication products</li>
<li>Strong written and verbal communication skills in English</li>
<li>Ability to analyze complex technical problems and present clear solutions</li>
<li>Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint</li>
<li>High attention to detail and accuracy</li>
</ul>
<p>PREFERRED QUALIFICATION</p>
<ul>
<li>Call center management experience</li>
<li>Experience managing a departmental budget</li>
<li>German and or Spanish language proficiency</li>
<li>NABCEP certification</li>
<li>Experience supporting large-scale solar or energy systems</li>
<li>Ability to travel domestically as needed</li>
</ul>
<p>WE OFFER</p>
<ul>
<li>Base salary range of <b>$130,000 &ndash; $160,000 annually</b>, dependent on experience</li>
<li>Comprehensive benefits including health, dental, and vision coverage, including $0 premium options</li>
<li>Hybrid work schedule for local employees with in-office collaboration and remote flexibility for non-local employees</li>
<li>401(k) plan with company match</li>
<li>Opportunities for professional development and training</li>
<li>Inclusive, collaborative, and innovative work environment</li>
</ul><div><p><b>
Our EEO Policy</b></p>
<p>
We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one's race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran's status, sexual orientation, or any other consideration made unlawful by law.<br>
<br>
In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.</p>
<p><b>
Our Privacy Policy</b></p>
<p>
During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA's staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes].</p>
<p>
If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the &quot;CCPA&quot;). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information.</p>
<p>
If you have any question regarding our privacy policy, please contact us at US_DataPrivacy@sma-america.com</p></div></div><p></p>

Director of Technical Support

Omega Talent

<div>
 <p>
  <strong>
   About the Company
  </strong>
 </p>
 <p>
  We are representing a leading data centre developer with an expanding portfolio of hyperscale and enterprise facilities across the Middle East. Due to continued growth and significant project pipeline, they are seeking an experienced Technical Director &ndash; MEP to lead the mechanical, electrical and public health engineering strategy across multiple mission-critical developments.
 </p>
 <p>
  This is a senior leadership role responsible for ensuring the highest standards of design, resilience and operational performance across large-scale data centre projects.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   The Role
  </strong>
 </p>
 <p>
  The Technical Director &ndash; MEP will oversee all building services engineering aspects of data centre developments from concept design through construction, commissioning and handover.
 </p>
 <p>
  Working closely with design consultants, contractors and internal development teams, the successful candidate will ensure projects meet the strict reliability, redundancy and efficiency requirements expected within mission-critical environments.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Lead the MEP engineering strategy across multiple hyperscale and enterprise data centre developments
  </li>
  <li>
   Provide technical oversight of mechanical, electrical and public health systems, ensuring compliance with international standards and best practice
  </li>
  <li>
   Review and manage consultant design deliverables across concept, schematic and detailed design stages
  </li>
  <li>
   Ensure facilities meet Tier III / Tier IV reliability standards, including redundancy strategies for power and cooling infrastructure
  </li>
  <li>
   Work closely with development, construction and commissioning teams to ensure design intent is delivered on site
  </li>
  <li>
   Provide technical leadership on cooling technologies, power distribution, UPS systems, generators and energy efficiency strategies
  </li>
  <li>
   Review contractor submissions, shop drawings and value engineering proposals
  </li>
  <li>
   Support procurement activities related to critical MEP packages and specialist systems
  </li>
  <li>
   Interface with operators to ensure designs meet operational and maintainability requirements
  </li>
  <li>
   Lead technical risk reviews and ensure compliance with local codes, international standards and client specifications
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements
  </strong>
 </p>
 <ul>
  <li>
   Degree in Mechanical or Electrical Engineering
  </li>
  <li>
   <strong>
    Chartered Engineer status (CEng)
   </strong>
   through a recognised institution such as
   <strong>
    CIBSE, IMechE, or IET
   </strong>
   preferred
  </li>
  <li>
   18+ years of experience within building services / mission critical / data centre projects
  </li>
  <li>
   Strong background in data centre MEP design and delivery
  </li>
  <li>
   Experience working with developers, operators, engineering consultancies or specialist contractors
  </li>
  <li>
   Deep understanding of power infrastructure, cooling systems and redundancy design for mission critical facilities
  </li>
  <li>
   Experience overseeing projects through design, construction and commissioning
  </li>
  <li>
   Strong stakeholder management and leadership capability
  </li>
 </ul>
 <p>
 </p>
</div>


Technical Director – MEP (Data Centres)

Silverchair

<div><p><b>About Silverchair</b></p>
<p>Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world&rsquo;s most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.</p>
<p>The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.</p>
<p>Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.</p>
<p><b>DEI Statement</b></p>
<p>At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.</p>
<p>Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.</p>
<p>Learn more about our commitment to diversity, equity, and inclusion at Silverchair.</p>
<p><b>Overview</b></p>
<p>The Director of Client Services reports to the VP, Customer Care and is responsible for defining the strategic vision and operational design of Client Services as Silverchair grows. This position determines how Client Services should evolve to meet increasingly sophisticated client expectations while maintaining scalability, profitability, and team sustainability.</p>
<p>The Director shapes what excellent support looks like at Silverchair&mdash;designing service delivery models, organizational structures, and operational frameworks that position Client Services as a competitive advantage. This role translates strategic vision into working operations, making critical decisions about team composition, resource allocation, technology adoption, and process improvement. The Director oversees internal teams, third-party vendor staff, and contractors, ensuring seamless integration and consistent service excellence across all employment types.</p>
<p>As the architect of Client Services' future state, the Director leads continuous evolution of how we support clients, how teams operate, and how we measure success.</p>
<h3 class="jobSectionHeader"><b>Essential Functions:</b></h3>
<p><b>Service Design and Organizational Strategy:</b></p>
<ul><li>Design how Client Services operates including team structure, coverage hours, support channels, and escalation paths</li>
<li>Define service standards and response frameworks that meet client expectations while remaining scalable and cost-effective</li>
<li>Assess expansion needs including geographic reach and coverage models, supporting team stability as we grow</li>
<li>Design organizational structure including team composition, leadership roles, and reporting relationships</li>
<li>Determine the right staffing balance across employment types to meet current and future needs, building business cases for headcount requests, technology investments, and resource requirements</li>
<li>Create career paths and development frameworks for team members</li>
</ul>
<p><b>Leadership and People Management:</b></p>
<ul><li>Provide direction and leadership to the Client Services Manager and management team</li>
<li>Directly manage employees and contractors, or determine the optimal management structure for these team members</li>
<li>Foster a culture focused on continuous improvement, customer service, and operational excellence</li>
<li>Mentor and develop direct reports, emphasizing strategic thinking and leadership growth</li>
<li>Oversee performance management, career development, and succession planning for all Client Services staff</li>
<li>Make hiring and termination decisions for employees and contractors within approved headcount</li>
<li>Ensure effective collaboration across different employment types</li>
</ul>
<p><b>Vendor Partnerships:</b></p>
<ul><li>Oversee relationships with third-party service providers, partnering with VP, Customer Care on vendor performance and contracts</li>
<li>Ensure vendor capabilities align with service needs and integrate effectively with internal teams</li>
<li>Serve as executive escalation point for high-stakes client issues</li>
</ul>
<p><b>Financial Management and Performance:</b></p>
<ul><li>Develop annual department budgets with VP, Customer Care</li>
<li>Define and track cost per ticket, resource utilization, efficiency metrics, and SLA compliance</li>
<li>Forecast resource needs based on client growth and service volume trends</li>
<li>Use data to drive improvements and hold teams accountable through clear expectations</li>
</ul>
<p><b>Client Insights and Cross-Functional Collaboration:</b></p>
<ul><li>Analyze patterns from client interactions to inform product and platform improvements</li>
<li>Work with Sales and Customer Success to identify upsell, cross-sell, and expansion opportunities</li>
<li>Track client health indicators that affect retention and growth</li>
<li>Partner with Product, Engineering, Sales, and Customer Success on shared objectives</li>
<li>Ensure Client Services Manager works effectively with development teams like WD-40</li>
<li>Collaborate with VP, Delivery on prioritization and resource allocation</li>
</ul>
<p><b>Technology, AI, and Process Improvement:</b></p>
<ul><li>Drive adoption of new technologies including AI and automation to improve efficiency</li>
<li>Establish AI guidelines and ethical frameworks, building AI skills across all staff</li>
<li>Lead technology implementations and AI initiatives that improve service delivery</li>
<li>Identify opportunities for better data analytics, knowledge management, and self-service</li>
<li>Work with Client Services Manager to monitor knowledge base and documentation effectiveness</li>
<li>Model responsible AI use with appropriate human oversight</li>
</ul><h3 class="jobSectionHeader"><b>Required Skills:</b></h3>
<ul><li>Proven ability to design and lead technical support organizations</li>
<li>Strategic thinking with ability to turn vision into working operations</li>
<li>Strong communication skills for working with executives, clients, and team members</li>
<li>Budget management and business case development experience</li>
<li>Experience managing distributed teams with different employment types</li>
<li>People management skills including coaching, performance management, and talent development</li>
<li>Data-driven decision making and problem-solving abilities</li>
<li>Change management skills for leading organizational transitions</li>
<li>Deep understanding of customer support operations and service delivery</li>
</ul><h3 class="jobSectionHeader"><b>Desired Experience:</b></h3>
<ul><li>Bachelor's degree in business, computer science, information science, or related field; advanced degree preferred</li>
<li>7+ years progressive leadership in technical support or client services</li>
<li>Experience designing service delivery models and organizational structures</li>
<li>Experience with vendor partnerships and third-party service delivery</li>
<li>Experience directly managing technical teams and individual contributors</li>
<li>Software or SaaS company experience, preferably B2B or enterprise</li>
<li>Publishing industry, academic technology, or scholarly communications background highly desirable</li>
<li>Track record scaling support operations through growth and geographic expansion</li>
<li>Familiarity with JIRA, knowledge management systems, and technical concepts like XML and APIs</li>
<li>Experience implementing AI or automation in support environments</li>
</ul>
<p>Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.</p>
<p>We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.</p>
<p>Disclaimer: At this time, we cannot sponsor a new applicant for employment authorization for this position.</p>
<p><b>No agencies please.</b></p>
<p><b>Salary Range: </b>US$90,000-110,000</p></div>

Director, Client Services

HHAeXchange

<div><div><div>HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.</div><br>
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This Bloomington, MN office-based role is a senior leadership position responsible for directing and leading HHAeXchange&rsquo;s Tier 1 Technical Customer Care organization. The Director oversees a high-volume, multi-channel contact center that provides product support to new and existing Home Health Agency customers. This role ensures exceptional customer experience through operational excellence and strong cross-functional alignment.</div><br>
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The Director leads and develops high-performing Tier 1 teams, overseeing escalation frameworks and enabling leaders to resolve complex technical issues effectively while driving process and technology optimization that supports timely and accurate resolution of complex software issues. Success in this position requires experience leading a technical call center, familiarity with healthcare software environments, strong understanding of technical troubleshooting environments, and the ability to guide both strategy and day-to-day operations in a fast-paced environment.</div></div><br>
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<div>To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div>
<h3 class="jobSectionHeader"><b>Essential Job Duties
</b></h3><div><ul><li>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.</li>
<li>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.</li>
<li>Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.</li>
<li>Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.</li>
<li>Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.</li>
<li>Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.</li>
<li>Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.</li>
<li>Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.</li>
<li>Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.</li>
<li>Serve as the executive escalation point for complex or high-visibility provider issues.</li>
<li>Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.</li>
<li>Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.</li>
<li>Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.</li>
<li>Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.</li>
<li>Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.</li>
<li>Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.</li>
</ul></div><h3 class="jobSectionHeader"><b>Other Job Duties
</b></h3><ul><li>Other duties as assigned by supervisor or HHA exchange leader.</li>
</ul><h3 class="jobSectionHeader"><b>Travel Requirements.
</b></h3><ul><li><div>Travel 10-25%, including overnight travel</div></li><br>
</ul>
<div></div><h3 class="jobSectionHeader"><b>Required Education, Experience, Certifications and Skills</b></h3><div>
<ul><li>10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.</li>
<li>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.</li>
<li>Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.</li>
<li>Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.</li>
<li>Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.</li>
<li>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.</li>
<li>Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.</li>
<li>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.</li>
</ul></div><div><div>The base salary range for this US-based, full-time, and exempt position is $150,000 - $160,000 not including variable compensation. An employee&rsquo;s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
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<div></div><div>This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.</div>
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<div><i>HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.</i></div></div><br>
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</div><p>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Director, Technical Customer Care

Northern Valley Indian Health

<div>This position is at our: Chico site.<br>
<b>Job Description:</b><br>
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Shift: Mon,Tue,Wed,Thu,Fri<p><b><br>
POSITION SUMMARY: </b>Under the direction of the Chief Executive Officer (CEO), the IT Director provides executive leadership, strategic direction, and operational oversight for all Information Technology (IT), Information Systems (IS), cybersecurity, infrastructure, and data management functions across Northern Valley Indian Health (NVIH).
</p><p></p><p>The IT Director is responsible for developing and executing a comprehensive technology strategy that aligns with NVIH's mission, vision, and strategic objectives. This role ensures secure, reliable, and compliant technology operations that support clinical excellence, patient safety, regulatory compliance, and organizational growth.
</p><p></p><p>The IT Director establishes governance frameworks, oversees enterprise infrastructure, ensures cybersecurity readiness, directs system-wide technology initiatives, manages departmental budgets, and builds high-performing teams. This position collaborates closely with executive leadership, Compliance, Finance, Operations, and clinical leadership to ensure technology investments deliver measurable organizational value.
</p><p></p><p><b>ESSENTIAL JOB FUNCTIONS: </b>The list below provides a representative summary of the major duties and responsibilities. The incumbent(s) will be required to perform a variety of duties listed, including but not limited to:
</p><p></p><ul><li><p>Develop and execute a long-range IT strategic plan aligned with organizational goals, regulatory requirements, and healthcare industry best practices and cyber security.
</p></li><li><p>Establish enterprise IT governance, prioritization frameworks, and performance metrics.
</p></li><li><p>Advise executive leadership on technology risks, opportunities, capital investments, and innovation initiatives.
</p></li><li><p>Manage all IT infrastructure operations, including network systems, cloud environments, hardware, software, telecommunications, and enterprise applications.
</p></li><li><p>Ensure high availability, system reliability, disaster recovery readiness, and business continuity planning.
</p></li><li><p>Ensure enterprise architecture supports scalability, integration, and operational efficiency.
</p></li><li><p>Ensure IT systems enhance patient safety, clinical workflows, and care quality outcomes, in collaboration with EHR team.
</p></li><li><p>Partner with clinical and operational leadership to align system functionality with patient care delivery models.
</p></li><li><p>Ensure adherence to HIPAA, HITECH, HRSA, and other applicable federal, state, and healthcare regulatory requirements.
</p></li><li><p>Collaborate with the Compliance Department to support and participate in risk assessments, support security audits, and remediation planning.
</p></li><li><p>Maintain Information Technology and Systems policies, standards, and procedures that safeguard Protected Health Information (PHI) and sensitive organizational data.
</p></li><li><p>Develop and manage departmental operating and capital budgets.
</p></li><li><p>Evaluate and negotiate vendor contracts, service agreements, and technology procurements to ensure fiscal responsibility and organizational protection.
</p></li><li><p>Foster a culture of accountability, service excellence, innovation, and continuous improvement through leadership and management of IT team.
</p></li><li><p>Work cross-functionally with Operations, Finance, Compliance, HR, and clinical leadership to ensure technology effectively supports workflows.
</p></li><li><p>Communicate project status, risks, and strategic initiatives to executive leadership and the Board as appropriate.
</p></li><li><p>Perform other duties as assigned.
</p></li></ul><p></p><p>All NVIH employees are expected to:
</p><ul><li><p>Provide the highest level of service to patients and internal customers
</p></li><li><p>Promote teamwork and collaboration
</p></li><li><p>Maintain safe and compliant practices; and
</p></li><li><p>Abide by all NVIH policies and procedures<br>
</p></li></ul><br>
<b>Experience and Skills:</b><p><b><br>
REQUIRED QUALIFICATIONS: </b>The following knowledge, skills, and abilities are required for an employee to successfully perform their duties:
</p><ul><li><p>Bachelor's degree in Information Systems, Computer Science, Engineering, Healthcare Informatics, or related field required; Master's degree preferred.
</p></li><li><p>Minimum ten (10) years of progressive experience in IT, healthcare systems, or data management including a minimum five (5) years of experience managing IT or information systems teams.
</p></li><li><p>Experience in a healthcare environment strongly preferred.
</p></li><li><p>Certification of CHCIO, CISSP, PMP, or ITIL preferred.
</p></li><li><p>Demonstrated executive-level leadership and strategic planning capability.
</p></li><li><p>Strong knowledge of healthcare regulatory requirements (HIPAA, HITECH, HRSA, etc.).
</p></li><li><p>Proven experience managing and enterprise infrastructure and support of cybersecurity risk..
</p></li><li><p>Strong financial acumen, including budgeting and vendor contract negotiation.
</p></li><li><p>Experience supporting enterprise data governance and analytics oversight.
</p></li><li><p>Excellent written and verbal communication skills, including the ability to present to executive leadership and Boards.
</p></li><li><p>Strong project portfolio management and organizational prioritization skills.
</p></li><li><p>Ability to balance strategic vision with operational execution.
</p></li><li><p>Demonstrated ability to foster collaborative culture, and motive and inspire teams.
</p></li><li><p>Reliable transportation and ability to travel between clinic locations.
</p></li></ul><p></p><p>Native Preference. Northern Valley Indian Health provides Native Preference in hiring practices for qualified Native applicants, in accordance with its policy. NVIH is also an Equal Opportunity and At Will Employer.
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<b>Job Benefits:</b></p><p></p><ul><li>
14 Paid Holidays Off</li><li>
Generous PTO Policy w/ Yearly Personal Holiday</li><li>
Optional Flex Schedule for eligible work units</li><li>
Medical, Dental, and Vision insurance through Blue Shield zero cost out of pocket to employees</li><li>
Dependent coverage available</li><li>
Life Insurance</li><li>
Long Term Disability</li><li>
Great Work/Life balance with set schedule, 40 hrs/week Mon-Fri, weekends and evenings off</li></ul><br>
From: Northern Valley Indian Health</div>

IT Director (On-site)

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