Director, Customer and Product Operations Support

As the Director, Customer and Product Operations Support of Claim Source, you will report to Experian Health, oversee advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product.

You will ensure resolution of client issues, guide efficiency through automation and AI enabled enhancements. You will lead a team of specialists dedicated to delivering high-quality support, and partner with clients, our teams, and partners to promote product effectiveness.

• Ensure resolution of Claim Source issues
• Use Salesforce to support customer satisfaction and resolve system and payer-related issues
• Review, evaluate, and interpret payer notifications
• Guide customer optimization processes and edit reviews
• Identify customer needs and align them with Experian product capabilities
• Communicate complex solutions to clients and our teams
• Participate in client calls and provide status updates
• Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot
• Monitor accuracy and completeness of all assigned jobs
• Provide technical support including testing, troubleshooting, and implementing changes
• Collaborate with internal and external teams on process requirements
• Track change requests and oversee high-severity incidents
• Support solutions during internal Health or claims issues
• Maintain project plans and schedules
• Participate in pre-sales and CBR activities.
• Build relationships with clients and internal partners
• Mentor team members
• Ensure accuracy and completeness of all team deliverables

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

• 5+ years' experience Healthcare Revenue Cycle experience
• Bachelor's degree or equivalent experience
• 2+ years' experience with people management is beneficial
• 3+ years' experience with hands-on hospital and physician billing
• 2+ years' experience with Salesforce is beneficial
• 2+ years' experience with project management
• 3+ years's experience with ICD-10, CPT-4, 837 formats, UB04/1500/ADA claim forms

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
• Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html

At Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others.

Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity.

Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.