Job Description Summary: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. Operating at the intersection of enterprise business systems, AI engineering, and CS operational strategy, this role provides end-to-end governance over core CS platforms (including CRM, CSM software, Contact Center, PSA, LMS, and voice/AI engines) while establishing a cohesive strategy for RPA and tailored automation. Furthermore, the position serves as the primary Product Owner for flagship CS AI initiatives, driving agentic AI adoption, digitally led implementation frameworks, automated data conversions, and next-generation workflow orchestration to dramatically enhance customer value and operational velocity.
Primary Duties & ResponsibilitiesProduct Ownership of CS AI & Agentic Capabilities:Serve as executive Product Owner for high-impact Customer Success AI initiatives, with a core focus on architecting and deploying Agentic AI solutions. Lead product strategy, roadmap definition, user story mapping, and deployment for digitally led client implementation/onboarding programs, automated data conversion engines, and intelligent customer journey touchpoints. Evaluate emerging AI model capabilities to embed autonomous agents directly into daily CS workflows.
Centralized CS Tech Stack Governance & Day-to-Day Administration:Oversee centralized ecosystem management and hands-on system administration for all primary CS applications-including enterprise CRM, Customer Success platforms, Contact Center systems, Voice AI tools, Professional Services/Project Management software, and Learning Management Systems (LMS). Establish global administration rules, maintain pristine data architecture and hygiene, oversee vendor management, and guarantee high availability and integration integrity across all connected environments.
Workflow Automation, RPA & AI Architecture Strategy:Design and execute a unified, cohesive operational strategy incorporating Robotic Process Automation (RPA), custom workflow automation, and embedded AI across the CS toolchain. Systematically audit manual operational touchpoints to build automated data pipelines, cross-tool triggers, and custom event handlers that maximize team efficiency and eliminate structural friction.
Cross-Functional Strategic Alignment & IT Demand Management:Act as the key technical anchor and liaison bridging CS business strategies with central IT, Enterprise Applications, Data Engineering, and InfoSec teams. Translate complex business requirements and customer journey blueprints into rigorous technical specifications, ensuring security compliance, robust data governance, and strategic alignment during enterprise Program Increment (PI) planning. Partner closely with the CS R&A Team to ensure alignment on data flows from the tech stack to Databricks for reporting purposes, coordinating with system admins when modifying data structures to prevent reporting outages and maintain proactive alignment across analytics.
Technical Leadership & Operations Management:Direct and mentor a dedicated team of System Administrators, Business Analysts, and AI/Automation Engineers. Establish agile sprint discipline, code and configuration standards, peer testing protocols, and continuous development practices to accelerate feature delivery while promoting technical upskilling across the squad.
Requirements & Qualifications- Bachelors Degree in Computer Science, Information Systems, Software Engineering, Business Analytics, or related technical field. Master's Degree (MBA, MS in Information Systems, or Software Engineering) strongly preferred.
- 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.
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
