Global Service Excellence Director

🕒 Abril 28

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harrison.ai

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

🤖 Inteligência Artificial

☁️ SaaS

🤝 B2B

💰 Series B em 2021-12

Artificial Intelligence • SaaS • B2B

A Harrison. ai é uma empresa de IA para imagens médicas que desenvolve e implementa soluções de inteligência artificial diagnóstica para radiologia. Seus produtos, como o Harrison. ai Comprehensive Care, automatizam a detecção e triagem de raios-X de tórax e tomografias computadorizadas de crânio sem contraste, trazendo rapidamente achados críticos e incidentais dentro dos fluxos de trabalho existentes dos clínicos. A empresa foca em melhorar a eficiência clínica, reduzir atrasos no diagnóstico e integrar a IA em sistemas de hospitais e provedores de radiologia em diversos países.

Descrição

• Lead the squad - Build, grow, and develop a high-performing team of engineers strategically located across time zones to deliver uninterrupted follow-the-sun coverage. • Run world-class 24/7 support- Design the operating model, tooling, runbooks, on-call rotations, escalation paths, and SLOs that turn support into a competitive advantage. • Own resolution speed - Define and relentlessly improve the metrics that matter — time-to-acknowledge, time-to-resolve, first-contact resolution, customer effort, and ticket deflection. • Own the support technology stack - Architect, build, and maintain the systems, automation, and self-service that scale support without scaling headcount linearly. • Lead teleradiology integrations and workflow technology - Act as the senior technical owner for integrations with customer PACS, RIS, worklist, and reporting systems, and for the end-to-end radiologist and operations workflow. • Serve three customer groups equally well - SaaS customers, teleradiology customers, and internal employees — with tailored service models for each. • Partner across the business - with Engineering, Product, Clinical Operations, Security, and Customer Success to turn recurring incidents into permanent product fixes. • Own major incidents - Be the calm, accountable leader during Sev-1s; drive rigorous post-incident reviews and close the loop on systemic improvements. • Report to the CEO - on service health, risk, and investment priorities with clear, evidence-based narratives.

🎯 Requisitos

• Proven track record leading global, distributed support or service engineering organisations at scale, ideally in a SaaS and/or regulated healthcare environment. • Deep experience operating 24/7 follow-the-sun models — rotations, hand-offs, tooling, and the culture that makes them work humanely and sustainably. • Strong technical depth across cloud infrastructure, observability, integration platforms, APIs, identity, and the automation patterns that make support scalable. • Hands-on familiarity with healthcare or teleradiology integrations — HL7, DICOM, FHIR, PACS/RIS/worklist, and radiology reporting workflows — or the demonstrated ability to come up the curve quickly. • A customer-obsessed mindset paired with the operational rigour to run on SLOs, error budgets, and evidence. • Exceptional leadership of distributed teams across cultures and time zones, with a bias for clarity, written communication, and trust. • Executive presence and the judgement to represent service and reliability at the CEO and board level.

🏖️ Benefícios

• Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world. • Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork. • Well-Funded & Global. Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact. • Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career. • Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way. • Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage.