Role Description We’re searching for a North America-based Director, Customer Support to lead our Customer Support team, so that we can provide exceptional experiences for RLDatix customers across our North America region and align processes worldwide. The Director, Customer Support Operations will manage all aspects of the Customer Support business as well as lead expansion of the organization to serve customers across the region. - Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvements. - Influence and collaborate with cross-functional stakeholders to align support operations with broader business and customer objectives. - Lead the integration of AI-powered tools and automation solutions that enhance support operations and efficiency. - Utilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategies. - Champion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements. Qualifications - Previous experience leading and scaling a customer support function within a B2B company, ideally healthcare SaaS. - Proven success in process optimization, structuring workflow best practices, and coordinating support teams to achieve operational efficiency and excellence. - In-depth knowledge on how to leverage support metrics and forecasting data to inform strategic workforce planning and resource deployment. - Hands-on experience with enterprise software solutions, such as Salesforce and Zendesk. - Ability to travel across North America up to 20% (passport required). - A knack for working cross-functionally within a fast-paced, customer-centric environment. Benefits - Health, dental, and vision insurance. - Life and disability insurance. - 401K. - Paid time off. - Paid holidays. Company Description RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

• Spearhead efforts to advance Evergreen’s state leadership agenda • Focus on key states including New York, Pennsylvania, New Jersey, and Maryland • Develop and execute strategic policy and advocacy interventions

• Lead enterprise implementations for value-based care organizations nationwide • Define and continuously improve a scalable, repeatable implementation methodology • Serve as executive owner for all active implementations, accountable for timelines, quality, and outcomes • Lead go-live planning, execution, and early performance monitoring to ensure smooth adoption • Navigate complex provider organizations with multiple departments, sites, lines of business, and governance structures • Act as the single point of accountability across Product, Engineering, Data, Integrations, QA, Sales, and Customer Success • Ensure operational, clinical, and technical readiness, including workflows, staffing models, and integrations • Define success metrics such as time-to-go-live, adoption readiness, and early value realization • Develop playbooks, templates, and internal tooling to standardize delivery • Build, mentor, and scale a high-performing Implementation team

• Partner directly with the CEO on A1’s US setup and launch priorities, translating decisions into clear execution and follow-through. • Establish the A1 US office from scratch, including operational setup, vendor coordination, documentation, and local administrative workflows. • Build and maintain a strong local network of recruiters, hiring partners, and service providers to support early-stage hiring. • Support early hiring by coordinating interviews, managing logistics, and working closely with internal talent teams and external recruiters. • Act as a central execution point across HR, Finance, Operations, and Product teams to ensure A1’s US launch activities stay aligned and on track. • Prepare briefing notes, summaries, and materials for meetings, pitches, and discussions related to hiring, partnerships, and business setup. • Handle ad-hoc requests, last-minute changes, and urgent execution needs with speed, flexibility, and sound judgment.