Director, Provider Enablement and Success
RemoteUnited States
Job Summary
Lead Customer Support, Learning, and Enablement Operations to deliver effective support, training, communications, and self-service resources across the customer lifecycle. Set operational goals, priorities, service standards, and success metrics aligned to customer outcomes while establishing consistent operating rhythms and accountability mechanisms. Champion the strategic use of generative AI to improve operational efficiency, enhance customer communications, and streamline workflows. Own customer enablement outcomes including NPS, support SLA performance, training effectiveness, and feature adoption by partnering with Implementations to ensure new customers are trained and prepared. Establish a Voice of Customer program that incorporates support trends, feedback, and stakeholder input to translate insights into clear recommendations for product experience and support processes. Lead the Provider Enablement team, foster cross-functional partnerships with Product, Epic Applications, and Account Management, and serve as the escalation point for significant customer experience issues and operational risks.
Required Qualifications
- Bachelor's degree
- 10+ years of experience in customer success, customer support, customer enablement, or related functions in a healthcare technology environment
- 5+ years of experience leading managers and customer-facing teams
- Prior Epic experience required, including experience in applications, training, support, implementation, operations, analytics, or customer success functions
- Demonstrated customer-facing experience, particularly with healthcare provider organizations
- Demonstrated experience leading cross-functional operational improvement initiatives and organizational change efforts
- Demonstrated experience leveraging generative AI tools to improve operational efficiency, enhance customer-facing programs, and scale team effectiveness
- Experience developing KPIs, operational reporting, executive dashboards, or business performance reviews
- Strong coaching, performance management, prioritization, and organizational development skills
- Ability to establish practical operating models, performance routines, service standards, and scalable processes
- Strong ability to influence cross-functional partners, especially technical, product, implementation, and customer-facing teams
- Excellent written, verbal, executive communication, facilitation, and change management skills
- Ability to translate customer needs and operational trends into clear priorities and coordinated execution
- Ability to interpret support data, customer feedback, adoption trends, training insights, and operational metrics to identify actionable opportunities
- Up to 20% travel, typically for customer meetings, internal team meetings, or onsite business needs
Desired Qualifications
- Experience supporting Epic Community Connect environments
- Experience with Salesforce Service Cloud, LMS platforms, or knowledge management systems
- Experience with customer onboarding, Voice of Customer programs, NPS programs, or customer advisory boards
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