Product Support, Director

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Product Support Director to join our growing team.

Job Summary:

The Product Support Director provides strategic and operational leadership over the Production Support function, ensuring seamless delivery and performance of Care Management products and tools. This role is responsible for setting vision, defining priorities, and leading cross-functional engineering and operations teams to drive excellence in production support across all Care Management product lines. The Director partners closely with Product, Engineering, and Operations leadership to ensure that platform stability, customer satisfaction, and service-level objectives are consistently achieved and aligned with enterprise technology goals.

***This position is remote***

Job Responsibilities:

• Provide strategic oversight and leadership for all production support activities across product lines, ensuring timely triage, resolution, and prevention of recurring issues.
• Lead and mentor a multi-tiered team that includes Leads, Senior Leads, Supervisors, and Managers, ensuring cohesive direction, technical excellence, and high performance.
• Develop and execute a comprehensive support strategy to improve incident management, enhance customer experience, and drive system reliability.
• Partner with Product and Engineering leadership to define standards for root cause analysis, release management, and post-deployment quality assurance.
• Oversee the design and implementation of support automation, monitoring tools, and reporting frameworks to improve response times and operational efficiency.
• Measure, report and exceed SLAs and operational metrics thresholds.
• Manage and allocate resources across global teams, ensuring coverage, collaboration, and performance continuity.
• Lead regular governance and performance reviews with stakeholders, providing insights on key metrics, trends, and continuous improvement initiatives.
• Ensure that all activities align with organizational policies and compliance requirements, including HIPAA Privacy and Security Rules.
• Serve as the escalation point for critical production issues, ensuring transparent communication and effective resolution.
• Champion a culture of accountability, innovation, and service excellence within the production support organization
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Required Qualifications/Experience:

• Bachelor's degree in Computer Science, Information Systems, or a related field
• Minimum of 10 years of experience in software engineering, production support, or IT operations, including at least 5 years in a leadership role managing multi-level technical teams.
• Proven success in supporting SaaS-based platforms built on .NET and MS SQL Server environments.
• Demonstrated ability to lead complex incident response and root cause analysis initiatives in collaboration with engineering and operations teams.
• Experience in managing cross-functional and globally dispersed teams.
• Strong background in service delivery management, system reliability, and performance optimization.
• Strong analytical and decision-making skills with a focus on driving measurable outcomes.

Preferred Qualifications/Experience:

• Technical proficiency in C#.NET, Microsoft Entity Framework, SQL Server, Azure, DevOps, JIRA, GIT, AWS, and release management tools.
• Excellent communication and stakeholder management skills, with the ability to influence at all organizational levels.
• Solid understanding of Medicaid programs and Care Management operations.
• Experience implementing automation and monitoring solutions within production support environments.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Compensation

The pay for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."