What We’re About At Harrison.ai, we’re redefining what’s possible in healthcare. Through our diagnostic AI solutions, we’re building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide.

Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live.

Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve.

And we’re just getting started. About Your Role The Global Service Excellence Director is a newly created leadership role in a new

organisational structure at Harrison.ai. You will build and lead a globally distributed

engineering team — a brand-new squad — accountable for the systems and services

that keep our customers and our people productive around the clock. You will own

the end-to-end technology support experience across our SaaS customers, our

teleradiology customers, and our own employees, and serve as the senior technology

leader for our teleradiology business, with accountability for all integration and

workflow matters. Hands-on coding experience with healthcare or teleradiology integrations (HL7, DICOM, FHIR) is required.

The squad's mission is to build and operate a world-class 24/7 support function with

follow-the-sun coverage — resolving issues fast enough that no customer or employee

is ever blocked from doing their best work. Support is where our product meets

reality: clinicians, customers, and colleagues depend on our systems to do work that

genuinely matters, and when something breaks, the speed and quality of our

response is the difference between a minor friction and a blocked outcome. This role

exists to make sure the answer is always the former.

This is a rare opportunity to shape the service backbone of a fast-growing healthcare

AI company operating worldwide. As a foundational hire in this

new structure, you will report directly to the CEO with a clear mandate, real budget,

and executive sponsorship — building from first principles, with org design, tooling,

and operating model yours to define.

What You'll Do The Global Service Excellence Director will be responsible for:

What You'll Bring

• Proven track record leading global, distributed support or service engineering organisations at scale, ideally in a SaaS and/or regulated healthcare environment.
• Hands-on coding experience with healthcare or teleradiology integrations — HL7, DICOM, FHIR, PACS/RIS/worklist, and radiology reporting workflows.
• Deep experience operating 24/7 follow-the-sun models — rotations, hand-offs, tooling, and the culture that makes them work humanely and sustainably.
• Strong technical depth across cloud infrastructure, observability, integration platforms, APIs, identity, and the automation patterns that make support scalable.
• A customer-obsessed mindset paired with the operational rigour to run on SLOs, error budgets, and evidence.

Why join us? 🌍 Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world.

🤝 Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork.

🚀 Well-Funded & Global. Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact.

🌱 Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career.

💻 Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way.

🙌 Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage.

What's next? If you’re inspired by what we're up to, please apply now and we'll be in touch soon.

We are proud to be an Equal Opportunity Employer. Diversity’s not a buzzword here, it’s in our DNA. Diverse perspectives shape our culture and make our work better. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.