Director, Operations Center (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The Director, Operations Center is responsible for leading and managing a global team of operations specialists and engineers who monitor, maintain, and optimize our SaaS platform. This role requires a strong leader with expertise in advanced SaaS operations, incident management, observability and process improvement to ensure 24/7 system availability and customer satisfaction. This position requires an obsession with internal and external customer experience and satisfaction.

Sponsorship, in any form, is not available for this position.

Location: Remote, US

Role qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; MBA or advanced degree preferred.
• 12+ years of experience in SaaS operations, IT infrastructure, or cloud services, with at least 10 years in a leadership role.
• Strong understanding of cloud-based platforms (AWS, Azure, or GCP) and modern monitoring tools (Datadog, New Relic, Splunk, etc.).
• Knowledge of the Healthcare industry and a highly integrated ecosystem.
• Proven track record in incident management, operational excellence, and process optimization.
• Experience with automation, scripting, and DevOps methodologies.
• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Strong leadership, communication, and stakeholder management skills.
• Familiarity with compliance standards such as SOC 2, ISO 27001, HITRUST, Fedramp and ITIL frameworks.

Preferred Qualifications:

• Experience managing a 24/7 operations center with a global team.
• Knowledge of Kubernetes, Docker, and microservices architecture.
• Certification in ITIL, AWS, or other relevant areas.

What you will be doing:

• Lead a Global Operations Center team with a “follow the sun” model to monitor and ensure  the availability, performance, and reliability of Availity’s platforms.
• Develop and implement operational strategies, policies, and best practices to enhance system uptime and efficiency.
• Oversee ITIL and alternative best practices based Service Management processes which include Incident, Problem and Major Incident Management processes, ensuring timely resolution, root cause analysis, and post-mortem reporting.
• Collaborate with engineering, product, and customer support teams to optimize operational workflows and incident response.
• Implement automation and monitoring tools to improve operational efficiency and reduce manual tasks.
• Drive continuous improvement initiatives, including capacity planning, system scaling, and process enhancements.
• Establish key performance indicators (KPIs) and metrics to measure operational success and team performance.
• Manage on-call rotations and response protocols to ensure rapid issue resolution and minimal service disruptions.
• Stay up to date with industry trends, emerging technologies, and best practices in SaaS operations.
• Mentor and develop team members to foster a high-performing and engaged workforce.
• Holding internal teams and customers accountable for the best possible experiences.
• Managing the IT Operations Budget, resource allocation, and vendor relationships

Availity culture and benefits:

• Availity is a certified “Great Place to Work”, a “Best Workplaces for Technology Companies”, a “Best Workplaces for Women” and a “Best Workplaces for M