[Remote] Senior Manager, Product & Data Support

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.ResponsibilitiesDefine the operating model, workflows, tooling, and knowledge infrastructureProvide a Tier‑2 support layer that reduces reliance on Product & EngineeringEstablish clear ownership, SLAs, and escalation paths across commercial teamsImprove resolution times, reduce escalations, and eliminate repeat issuesMaintain accurate, discoverable product knowledge and enablement contentHire, onboard, and develop a small team of product/data support specialistsDefine roles, responsibilities, and career paths as the function maturesEstablish operating rhythms that balance speed, quality, and learningOwn the front door for product/data bugs, issues, and questionsConsolidate all intake channels into a single centralized portal using Jira Service ManagementSet SLAs and ensure consistent communication back to requestersCoordinate multi‑team issue resolution without owning the underlying workBuild an escalation model that routes to the right SMEs and reduces leadership involvementDeliver weekly operational views of open, overdue, and at‑risk ticketsOwn monthly executive reporting: volume, resolution times, escalation rates, knowledge gapsMaintain a proactive at‑risk client reportDefine and track service health metrics to demonstrate function valueTreat every resolved ticket as a knowledge assetIdentify repeat questions and content gaps; route insights to content ownersBuild an AI‑assisted self‑service layer to reduce ticket volumePartner with CS enablement to ensure support insights feed the content pipelineSkills8+ years in product support, product ops, knowledge management, or similarExperience building or rebuilding a support functionStrong background in knowledge-centered service modelsPractical experience applying AI to support and knowledge workflowsAbility to drive accountability across product, engineering, data, and commercial teamsExperience driving tool/process adoption across non-technical usersStrong program management and cross-functional coordination skillsComfort operating in ambiguity and shaping a new mandateExpertise in Jira Service Management or similar toolingSaaS, data product, or healthcare tech experience a plusBenefitsEmployees may also be eligible to participate in a company bonus or commission planAll employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverageUnlimited paid time offParticipation in the company’s 401(k) plan with employer contributionCompetitive benefits package including great healthcare benefits and a 401(k) matchCompany OverviewDefinitive 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/.