Manager, Operations - DSSI

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Manager, Operations - DSSI position, you'll lead day-to-day operations, workflow execution, and project delivery for the DSSI support team. You'll play a critical role in shaping team strategy, mentoring team members, and driving innovation by applying modern tools-including AI-to improve performance, streamline processes, and elevate the customer experience.

Skills Needed:

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.

• Leads & Inspires Partner Owners - Ignites Partner Owners' passion and purpose. Boosts Partners to peak performance while operating at the top of their license. Attracts and develops top talent and builds an environment that fuels innovation.

• Leads Through Change & Ambiguity - Navigates the unknown with confidence, steering through change and uncertainty with a clear vision and unwavering determination. Turns chaos into clarity, keeping goals firmly in sight.

• Leverages AI & Business Insight - Leads with an AI-First mindset infusing technology into customer solutions and workflows. Harnesses the power of AI and data to cut through noise and inform decisions. Blends business savvy, financial acumen, industry knowledge, and tech expertise to set priorities.

• Drives Accountability & Results - Sets clear goals and ensures team members deliver top-notch results. Uses data and tech to boost accountability, pushing everyone to excel individually and as a team.

What You'll Do and Impact:

• Manage and prioritize a high volume of customer support tickets and service requests in a fast-paced environment

• Lead, coach, and develop a high-performing support team committed to agility, service excellence, and continuous learning

• Drive strong customer satisfaction and ensure service level targets are consistently met across all support channels

• Identify and implement AI-driven automation, predictive analytics, and workflow optimization opportunities to enhance efficiency and outcomes

• Analyze ticket trends and leverage AI insights to uncover root causes and guide continuous improvement initiatives

• Design and improve processes using structured process improvement methodologies

• Collaborate cross-functionally with Product, Engineering, and Operations teams to improve resolution speed and service quality

• Establish, monitor, and communicate performance metrics that align with operational goals and team accountability

• Serve as a key escalation point for resolving complex internal and external support issues

• Partner with Operational Engineering to implement AI-enhanced technical solutions that drive productivity

• Actively contribute to DSSI's Operating Committee and support alignment with strategic OKRs

• Conduct regular performance check-ins, deliver coaching and feedback, and support Partner development and career growth

• Foster a collaborative, customer-focused culture across internal and external stakeholder groups

Experience:

• Bachelor's degree in Operations, Business, Technology, or related field-or equivalent experience

• Minimum 2 years of leadership experience, ideally in support or operations environments

• Demonstrated success building and managing high-performing teams

• Experience implementing or supporting AI or automation tools in an operations or customer support context is a plus