Director Of IT Infrastructure And Operations

Summary

Join Honor, a leading home care network, as an IT Infrastructure Leader. You will lead the evolution of IT processes and tools across corporate HQ and franchises, transforming legacy IT into world-class operations. Responsibilities include overseeing IT infrastructure, evolving cybersecurity standards, defining and delivering infrastructure SaaS, exploring AI innovations, driving support team strategy, achieving HIPAA compliance, and managing technology procurement. This leadership role requires extensive experience in healthcare IT, strategic technology infrastructure leadership, program management, and customer obsession. Honor offers a competitive salary, generous equity packages, comprehensive benefits, and a remote-friendly work environment.

Requirements

• Experience in Healthcare or healthcare adjacent industries complying with HIPAA, including demonstrated excellence in defining and  managing IT architecture including cloud infrastructure, user identity, procurement, security, availability
• Strategic Technology infrastructure Leadership demonstrated through multiple Saas migrations, implementations, and infrastructure transformations
• Skills in Program Management & Operational Excellence such as prioritization across multiple workstreams: Managing multiple goals, deadlines, timelines, scopes, and resources
• Customer Obsession with positive attitudes in challenging situations, excelling in change management efforts to ensure smooth implementation of new processes and programs. Provide rollout, training and support to employees to facilitate adoption, ticket resolutions and achieve company business goals
• Leadership and Stakeholder Engagement:  Collaborate with cross-functional teams, including finance, IT, HR, and other departments, to ensure alignment and support for operational initiatives. Communicate progress and results to senior leadership
• Procurement experience including vendor management and negotiation skills demonstrated in contract negotiations across vendor size and implementing procurement management processes

Responsibilities

• Oversee the IT infrastructure and application landscape for Honor/Home instead of corporate and Franchise users
• Drive evolution of the application landscape to a rationalized, cloudbased managed architecture
• Evolve cybersecurity standards & processes across our systems and Userbase
• Integrate security standards into operational processes to achieve improved SLAs for system availability and security and protect our data, user identity and network
• Define, deliver, and operate infrastructure SaaS, including change management and system administration of 100s of Software applications while evolving our Franchise IT offering from ad hoc SaaS specifications to a managed solution with standardized configurations and feature sets
• Build a strategy for outsourced managed technology solutions for our Home Instead Franchise network
• Explore and prototype innovations of emerging technology (i.e. AI, BPA)  to generate improvements in Service levels, Remote work effectiveness, and process management
• Drive strategy for Support team volume, contact channels and cost per contact while aligning response time to user needs
• Recruit, train, and manage the team to achieve a high positive response rate
• Achieve HIPAA compliance standards across the relevant infrastructure components
• Manage the technology procurement process to deliver cost effective growth as we scale users and processes
• Drive vendor negotiations and contract management with internal and outsource procurement services

Preferred Qualifications

• Driving or managing HIPAA compliance architecture across health care related infrastructure and operations
• Leading customer facing tech support operations including scheduling, queue management, skills based issue routing and escalation management
• Launching pay for service Saas or managed services to small business networks, specifically franchise networks
• Process and workflow automation with AI, i.e. algorithms, LLMs or business process automation

Benefits

• 401K with up to a 4% employer match
• Medical, dental and vision coverage including zero cost plans for employees
• Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option
• Generous time off program
• Mental health benefits
• Wellness program
• Discount program
• Generous equity packages that increase with position level and responsibilities