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

Benefits of working at Certify:

100% of health, dental, and vision insurance premiums covered for employeesUnlimited PTO policy with a mandatory minimum of two weeks off No meeting Thursdays so you can stay heads down to get work done

At Certify, we firmly believe in fostering a welcoming and inclusive workplace where every employee feels valued, respected, and supported. As an equal-opportunity employer, we are dedicated to creating an environment free from discrimination and harassment. We embrace and celebrate the diversity that each individual brings to our team, recognizing that our unique backgrounds and life experiences collectively contribute to our strength and success. We warmly invite applicants from all walks of life to join our vibrant and inclusive community.

We understand that sometimes accommodations are necessary to ensure that everyone has an equal opportunity to showcase their qualifications and potential. If you require any reasonable accommodations during the application process, please don't hesitate to reach out to our friendly recruiting team at [email protected]. We are here to support you and make the process as smooth and comfortable as possible. Rest assured that your request for accommodation will have no bearing on our consideration of your qualifications.

At Certify, we are committed to maintaining a transparent and open environment regarding compensation. We want you to feel empowered to discuss and inquire about pay without fear of discrimination or retaliation. You can trust that your decision to discuss or disclose your pay will not negatively impact your employment or growth opportunities within our organization.