Note: The job is a remote job and is open to candidates in USA. Definitive Healthcare is a data and analytics company focused on the healthcare sector. They are seeking a Senior Manager for Product & Data Support to build and operate systems that connect product knowledge to various teams while reducing escalations to Product and Engineering.
Responsibilities
- Define the operating model, workflows, tooling, and knowledge infrastructure
- Provide a Tier‑2 support layer that reduces reliance on Product & Engineering
- Establish clear ownership, SLAs, and escalation paths across commercial teams
- Improve resolution times, reduce escalations, and eliminate repeat issues
- Maintain accurate, discoverable product knowledge and enablement content
- Hire, onboard, and develop a small team of product/data support specialists
- Define roles, responsibilities, and career paths as the function matures
- Establish operating rhythms that balance speed, quality, and learning
- Own the front door for product/data bugs, issues, and questions
- Consolidate all intake channels into a single centralized portal using Jira Service Management
- Set SLAs and ensure consistent communication back to requesters
- Coordinate multi‑team issue resolution without owning the underlying work
- Build an escalation model that routes to the right SMEs and reduces leadership involvement
- Deliver weekly operational views of open, overdue, and at‑risk tickets
- Own monthly executive reporting: volume, resolution times, escalation rates, knowledge gaps
- Maintain a proactive at‑risk client report
- Define and track service health metrics to demonstrate function value
- Treat every resolved ticket as a knowledge asset
- Identify repeat questions and content gaps; route insights to content owners
- Build an AI‑assisted self‑service layer to reduce ticket volume
- Partner with CS enablement to ensure support insights feed the content pipeline
Skills
- 8+ years in product support, product ops, knowledge management, or similar
- Experience building or rebuilding a support function
- Strong background in knowledge-centered service models
- Practical experience applying AI to support and knowledge workflows
- Ability to drive accountability across product, engineering, data, and commercial teams
- Experience driving tool/process adoption across non-technical users
- Strong program management and cross-functional coordination skills
- Comfort operating in ambiguity and shaping a new mandate
- Expertise in Jira Service Management or similar tooling
- SaaS, data product, or healthcare tech experience a plus
Benefits
- Employees may also be eligible to participate in a company bonus or commission plan
- All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage
- Unlimited paid time off
- Participation in the company’s 401(k) plan with employer contribution
- Competitive benefits package including great healthcare benefits and a 401(k) match
Company Overview
Definitive Healthcare aims to transform data, analytics and expertise into healthcare commercial intelligence. It was founded in 2011, and is headquartered in Framingham, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is http://www.definitivehc.com/.