Director of Product Support and Customer Experience

Join Aya Healthcare, winner of multiple Top Workplace awards!

Aya Healthcare seeks a highly experienced Director of Product Support and Customer Experience to lead and elevate our support operations for a large-scale, multi-product portfolio SaaS platform. This individual will develop and maintain high-performing teams, oversee product support strategies, and ensure customer satisfaction. The ideal candidate will bring a strong problem-solving aptitude, an ability to foster teamwork, and a data-driven approach to deliver exceptional service and improve overall business outcomes.

Who We Are: 

We’re a $10+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities: 

• Leadership & Team Building: Develop and lead a world-class product support and customer experience team, fostering a high-performance culture emphasizing collaboration, accountability, and continuous improvement.
• Customer Experience Strategy: Build, refine, and execute a comprehensive product support strategy, ensuring alignment with overall business goals and optimizing customer satisfaction across a multi-product SaaS portfolio.
• Data-Driven Problem Solving: Utilize data and metrics to drive operational efficiency, solve complex issues, and identify opportunities for improving total cost of ownership (TCO), return on investment (ROI), and business value.
• Service Management Tools Expertise: Leverage enterprise-class service management platforms, preferably ServiceNow, to streamline support processes, track performance, and ensure a proactive approach to customer support.
• Senior Leadership Interaction: Present insights, metrics, and strategies to senior leadership, influencing decision-making and providing recommendations that enhance customer experience and support functions.
• Operational Excellence: Lead initiatives to optimize support operations, including implementing scalable processes, improving response times, reducing downtime, and driving continuous improvements.
• Customer-Centric Solutions: Ensure the resolution of complex customer issues by working closely with cross-functional teams (product, engineering, and customer success) to enhance product support and end-user experiences.
• KPI Development & Monitoring: Define and monitor key performance indicators (KPIs) to measure the success of support operations, continually identify improvement areas, and ensure customer satisfaction goals are met.
• Continuous Improvement: Identify and implement opportunities for process improvements, automation, and the adoption of best practices to enhance team efficiency and customer outcomes.

Required Qualifications:

• Education: Bachelor’s degree in business, information technology, or related field required; MBA or advanced degree preferred.
• Experience: 10+ years of experience in product support or customer experience roles, with at least 8+ years in a leadership role supporting a large-scale SaaS application portfolio.
• Technical Proficiency: Proven experience with enterprise-class service management tools, ServiceNow Familiarity with ITIL, customer success platforms, and CRM tools is a plus.
• Problem-Solving & Analytical Skills: Demonstrated ability to use data to diagnose problems, identify root causes, and implement effective solutions.
• Communication & Presentation: Strong communication skills, with the ability to present complex information to senior leadership and non-technical stakeholders.
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences and resolving issues effectively.
• Team Leadership: Proven track record of building and leading high-performing teams, fostering collaboration, and driving employee engagement.
• Metrics-Driven: Deep understanding of using metrics and KPIs to assess team performance, customer satisfaction, and operational efficiency.
• Results-Oriented: Ability to identify key business needs, implement strategies to drive value, and consistently meet or exceed performance goals.

Preferred Qualifications:

• Business Strategy Acumen: Experience contributing to broader business strategies, translating customer support insights into actionable business initiatives that impact growth, revenue, and profitability.
• Financial Literacy: Strong understanding of business financials, budgeting, and forecasting to align customer support operations with organizational financial goals, TCO, and ROI targets.
• Experience with Customer Success Programs: Proven success in integrating customer success initiatives into support operations, driving reactive and proactive strategies to enhance customer engagement and retention.
• Change Management Expertise: Demonstrated experience leading organizational change management efforts to adapt to evolving business needs, emerging technologies, and changing customer expectations.
• Cross-Functional Leadership: Ability to collaborate with product management, engineering, marketing, and sales to provide holistic customer experiences that drive value and differentiation in the market.
• Project and Program Management: Experience managing large-scale initiatives with measurable impacts on the business, from process improvements to technology implementations, to streamline operations and enhance customer experience.
• Industry Knowledge: A deep understanding of SaaS market trends, competitive landscape, and emerging technologies that can be leveraged to improve the support function and overall customer experience.
• Executive Communication & Influence: A demonstrated ability to influence key business leaders and stakeholders by presenting clear, actionable insights that align with broader organizational goals.

What We Offer:

• Free premium medical, dental, life and vision insurance   
• Generous 401(k) match   
• Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses   
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling   
• Celebrations! We hit our goals and reward ourselves.    
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!  
• Unlimited DTO — we believe in time off!   
• Virtual yoga, meditation or boot camp classes offered daily   

Compensation: Aya reasonably anticipates the pay scale for this position to an annual salary of $180,000 to $220,000.

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion.   

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click here for our EEO policy.