CopilotIQ is delivering the first AI-driven platform for the 60 Million older Americans with chronic conditions like diabetes, CHF, and hypertension, with a goal of adding five great years to their lives. CopilotIQ is using connected devices, mobile applications, and a clinician management and automation app to build a longitudinal understanding of patient health to drive artificial intelligence. The system is using predictive analytics with a biomarker feedback loop to build a flywheel for continual improvement. Much like a pilot has a computer and person sitting next to them to ensure they stay safe, we believe every patient deserves to have someone watching over them and ensuring they are healthy
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.
