Director, Customer Success Technology & AI Operations

Role Overview

The Director, Customer Success Technology & AI Operations serves as the executive platform administrator and product owner for all technologies, automated workflows, and Agentic AI frameworks supporting the Customer Success organization at ModMed.

What You Will Do

The role provides end-to-end governance over core CS platforms, establishes a cohesive strategy for RPA and tailored automation, and serves as the primary Product Owner for flagship CS AI initiatives.

Why It Might Be a Fit

The ideal candidate will have 10+ years of progressive technical experience in CS Operations, RevOps, or Enterprise Business Systems, and demonstrated experience in platform administration across key CS tools.

Requirements

• Bachelors Degree in Computer Science, Information Systems, Software Engineering, Business Analytics, or related technical field.
• 10+ years of progressive technical experience in CS Operations, RevOps, or Enterprise Business Systems.
• Minimum 3+ years of direct people management experience overseeing technical personnel (System Admins, Analysts, Developers).
• Demonstrated experience in platform administration across key CS tools (CRM, Customer Success platforms, Contact Center, PSA, LMS).
• Proven Product Ownership experience launching AI initiatives, custom automated playbooks, and RPA solutions.
• Hands-on expertise with agentic AI frameworks, automated workflow design, and generative AI integrations.

Benefits

• Comprehensive medical, dental, and vision benefits
• 401(k) matching contribution
• Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits
• Flexible Spending Account
• Employee Assistance Programs
• Professional development opportunities
• Global presence and in-person collaboration opportunities
• Weekly catered breakfast and lunch