Director, Operations

What is the Director, Operations role?

As the leader of all customer-facing operational functions at CopilotIQ+Biofourmis, you will drive the evolution of our customer and vendor support functions as we transform from a tech-driven service into a software-driven platform. Our mission is to create seamless, orchestrated healthcare experiences, requiring support for both customers (hospitals and patients) and vendors (clinicians, logistics, in-home services).

This role is responsible for balancing execution and strategic leadership, ensuring that our support team operates at peak efficiency while working cross-functionally with Product, Engineering, and Operations to drive automation, self-service, and scalable solutions.

Success in this role means:

• Enhanced customer satisfaction by improving first-response times and resolution effectiveness.
• More scalable and efficient support operations through automation and self-service solutions.
• Reduced manual escalations as the team implements smarter knowledge systems and proactive issue resolution.
• A well-structured support organization that seamlessly serves customers and vendors, continuously improving processes and service quality.

This is a leadership role reporting to the Chief Operating Officer, with direct oversight of all Level 1 and Level 2 support teams. You will own support strategy, efficiency, and automation while working closely with Engineering for Level 3 escalations and Product for support tooling improvements.

What you’ll be doing:

• Lead and scale support operations, ensuring that support structures and workflows evolve to maintain high service quality as the business scales without requiring proportional headcount increases.
• Define and refine support models that serve multiple stakeholders – hospitals, patients, and vendors – ensuring each group receives the right level of assistance while minimizing friction.
• Optimize operational efficiency and automation by implementing self-service tools, AI-driven solutions, and workflow automation, reducing manual workload while maintaining high customer satisfaction.
• Manage and develop a high-performing support team, fostering a customer-obsessed culture while ensuring structured onboarding, training, and performance management to drive team effectiveness.
• Work cross-functionally with Product and Engineering to influence platform enhancements, ensuring that common support issues are resolved through product improvements and that engineering escalations are handled efficiently.
• Support vendor coordination alongside Service Operations, ensuring vendors receive appropriate support while service leaders maintain direct accountability for vendor relationships.
• Leverage data to drive continuous improvement, tracking key support metrics (CSAT, resolution time, ticket deflection, and operational efficiency) to proactively address pain points and enhance service quality.

What you’ll bring

• 8+ years of demonstrated success in customer support or operations management – ideally in technology or startup environments.
• A Bachelors in Business, Operations, Engineering or Computer Science or equivalent experience; advanced degree preferred.
• Data-driven and process-oriented mindset, with a strong ability to analyze metrics, identify trends, and drive execution and continuous improvements.
• Exceptional problem-solving skills with the ability to manage complexity, synthesize relevant data, evaluate multiple solutions, and articulate recommendations clearly in writing and in collaboration with cross-functional stakeholders.
• Strong leadership and people management skills, with a track record of developing teams, improving operational structure, and fostering a culture of customer success.
• Experience in complex SaaS or marketplace support environments preferred.
• Healthcare experience is not required, but strong ability to navigate operational complexity and multi-stakeholder coordination is essential.