Director, Customer and Product Operations Support

Experian is a global data and technology company serving industries including financial services and healthcare. The Director, Customer and Product Operations Support (Claim Source) leads advanced technical support, drives client satisfaction, and optimizes operational processes for Experian Health’s Claims Source product. The role focuses on resolving client issues, improving efficiency through automation and AI-enabled enhancements, and partnering with clients and internal teams to maximize product effectiveness.

• Oversee advanced technical support operations for the Claims Source product and ensure timely resolution of client issues.
• Use Salesforce to manage customer support workflows, track issues, and drive customer satisfaction.
• Review, evaluate, and interpret payer notifications and translate them into actionable support activities.
• Lead customer optimization processes, including guidance on edits and review workflows.
• Identify customer needs and align them with Experian product capabilities and best practices.
• Communicate complex technical and operational solutions to clients and internal stakeholders.
• Participate in client calls, provide status updates, and manage expectations through issue resolution.
• Recommend and drive enhancements that improve automation, efficiency, and scalability, including AI and Copilot-enabled improvements.
• Monitor accuracy and completeness of assigned work and team deliverables.
• Provide hands-on technical support including testing, troubleshooting, and implementing changes.
• Collaborate with internal and external teams to define and execute process requirements.
• Track change requests, oversee high-severity incidents, and support resolution during internal health or claims-related issues.
• Maintain project plans and schedules and support project execution activities.
• Participate in pre-sales activities and CBR (client business review) engagements.
• Build strong relationships with clients and internal partners and mentor team members.

• Experience: 5+ years of healthcare revenue cycle experience.
• Billing knowledge: 3+ years of hands-on hospital and physician billing experience.
• Standards & formats: 3+ years of experience with ICD-10, CPT-4, 837 formats, and UB04/1500/ADA claim forms.
• Project management: 2+ years of project management experience.
• Salesforce: 2+ years of Salesforce experience (beneficial).
• People management: 2+ years of people management experience (beneficial).
• Education: Bachelor’s degree or equivalent experience.

• Compensation: Salary range listed in posting; eligible for variable pay opportunity and bonus plan.
• Work arrangement: Flexible work environment with ability to work remote.
• Time off: Flexible time off including volunteer time off, vacation, sick time, and 12 paid holidays.
• Benefits: Medical, dental, vision, and matching 401(k).