Director, Support Delivery

About DrFirstFor 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end to end solutions enhancing prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you will get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you.Position OverviewThe Director, Support Delivery is a senior leadership role accountable for agent performance, quality outcomes, and escalation excellence across the DrFirst customer support organization. This role owns what happens inside every customer interaction: the quality of the response, the rigor of the escalation, and the development of the agent delivering it.This is a people first leadership role with direct accountability for performance outcomes across Tier 1, Tier 2, Tier 2 Engine, and Solutions Specialist functions. The Director, Support Delivery partners with Learning and Development on agent enablement and certification, with the Workforce Management Specialist on capacity execution, and serves as the primary interface with the Product organization on escalation intelligence and feedback loops.Who Will Love This RoleA people first leader who builds high performing teams through structured coaching and clear competency standards rather than top down directives.A quality champion who treats CSAT, QA scores, and reopen rate as outcomes of disciplined practice, not metrics to chase after the fact.A systems builder who designs escalation frameworks and product feedback loops with the rigor of a process engineer.A cross functional partner who collaborates effectively with Product, L&D, and Workforce Management to deliver a unified customer experience.A change agile leader who builds while operating, comfortable shaping a modernizing support model and an AI enabled delivery environment.What you will work onAgent Performance and Team LeadershipOwn agent performance outcomes across Support agent levels 1 through 4 and Solutions Specialist functions.Lead and develop the manager layer including Quality Leads, Escalation Leads, and the Sr. Manager, Technical Support and Escalations, ensuring all are coaching to standard and managing performance with consistency.Establish and maintain a coaching culture where feedback is continuous, structured, and tied to defined competency criteria.Drive agent advancement through the capability ladder by ensuring managers calibrate against defined criteria and surface advancement ready agents on cycle.Own people decisions including hiring, performance management, and role transitions within the delivery team in partnership with HR and the VP.Quality OwnershipOwn customer facing quality outcomes including CSAT, QA scores, reopen rate, and escalation rate across all support tiers.Champion quality as a discipline, not only a metric, ensuring the team understands the standard and has the coaching and tools to meet it consistently.Partner with Learning and Development to translate QA findings into targeted enablement, not score reporting alone.Escalation FrameworkBuild and maintain a formal escalation framework defining triage criteria, handling standards, resolution ownership, and SLA expectations by tier and case type.Ensure escalation decisions are made at the right level and confirm agents and leads are not holding cases requiring senior intervention.Partner with the Sr. Manager, Technical Support and Escalations to drive consistent escalation handling across Partner and Enterprise accounts.Establish and enforce clear criteria distinguishing a product escalation from a support execution issue.Product Partnership and Escalation IntelligenceServe as the primary operational interface between the support delivery team and the Product organization on product related escalations.Own the Customer Product Reporting (CPR) process end to end: define intake criteria, maintain the tracking framework, and ensure patterns reach Product with sufficient context to drive action.Build a systematic feedback loop between support escalation trends and Product roadmap conversations, ensuring support signal informs prioritization beyond reactive bug reporting.Track escalation patterns by product, workflow, and customer segment to identify recurring failure points and advocate for resolution at the Product level.Competency Standards and Agent Developmen