Sr Manager - Associate Director Support

About Certify: We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reduce administrative and regulatory burden on healthcare organizations. Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data, and making that data easily accessible and actionable for the entire healthcare ecosystem. We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100’s of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.. At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining Healthcare data infrastructure. About the role

We are elevating our support operations, and this position will play a central role in that transformation. The Senior Manager of Support Operations will lead the unification of our technical support and client operations teams into a single, streamlined function built for speed, consistency, and a high level of automation.

This is not a traditional support role. Ticket-based work will always be part of the job, but the emphasis here is different. We want someone who thinks first about automation, smarter tools, and building scalable systems so the team can grow without relying on constant hiring. This means taking a thoughtful approach to improving processes and rolling out solutions like in-app chat, chatbots, automated routing, and intelligent assignment workflows.

This should be familiar work for you, backed by a proven track record of designing and rolling out these types of improvements, along with the readiness to do it again at scale.

This position is based remotely in India and requires working 8 AM to 6 PM Eastern time to align with our US-based operations and cross-functional teams.

What You Will Do

Core Support Operations

Manage the support team and current ticketing workflows to ensure we meet all SLAs and deliver consistent, reliable service while new systems are being built

Provide strong people leadership for a transactionally focused team with clear expectations, coaching, and day-to-day guidance

Build a culture centered on ownership, problem-solving, and continual improvement

Lead the measurement of value by determining where support acts as a value driver for clients and strengthening the features and services that create meaningful impact

Create clear metrics and frameworks that show how support contributes to client retention, satisfaction, and overall performance

Maintain operational stability during periods of change by building dependable processes and ensuring consistent delivery

Support Tooling and Automation

Design and implement automation tools, including in-app chat, chatbots, automated routing, and intelligent assignment workflows

Build internal tooling and streamlined processes that reduce manual effort and elevate the customer experience

Evaluate and integrate modern technologies that increase efficiency and accuracy across the support lifecycle

Partner closely with engineering, operations, and product teams to close feedback loops and address root causes rather than surface-level issues

Manage configuration and deployment of tools to support the daily operations of the support organization.

What you’ll need:

Seven or more years in support operations or technical operations leadership, with direct experience rolling out automation and workflow systems.

Demonstrated success implementing chatbots, in-app communication tools, or automated routing solutions in previous roles

Strong understanding of technical integrations, APIs, and SaaS platforms

Experience working directly with customers in a support or client-facing role, with an ability to connect root cause analysis to customer impact

Hands-on experience with modern support platforms such as JIRA, Zendesk, ServiceNow, or Freshdesk.

Proven ability to balance technical implementation with operational execution

Analytical mindset with a focus on metrics, process optimization, and continuous improvement

Strong leadership skills with the ability to guide, coach, and support a growing team.

Clear and effective communication skills, especially in written form, as this role will often represent the organization to clients and internal teams.

Passion for building systems that simplify and scale, not just manage and maintain

Nice to Have

Background partnering with product or engineering teams to influence roadmap decisions based on customer needs

Experience in healthcare technology or other highly compliance environments

Exposure to AI-driven support tooling or intelligent workflow automation

Strong documentation habits