Senior Manager, Product & Data Support

Responsibilities

• Define the operating model, workflows, tooling, and knowledge infrastructure
• Provide a Tier-2 support layer to reduce reliance on Product & Engineering
• Establish clear ownership, SLAs, and escalation paths across commercial teams
• Improve resolution times and eliminate repeat issues
• Maintain accurate, discoverable product knowledge and enablement content
• Hire, onboard, and develop a small team of product/data support specialists
• Own the front door for product/data bugs, issues, and questions using Jira Service Management
• Deliver weekly operational views and monthly executive reporting on service health metrics
• Build an AI-assisted self-service layer to reduce ticket volume

Requirements

• 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
• Expertise in Jira Service Management or similar tooling

Preferred Qualifications

• SaaS, data product, or healthcare tech experience

About the Company

Definitive Healthcare (NASDAQ: DH) turns data, analytics, and expertise into meaningful intelligence that helps customers shape the future of healthcare. Headquartered near Boston, they support a global client base of over 2,400 customers.