Head of Product & Data Support Operations

Mass Digital Health; Framingham (MA); On-site; USD 149,600 - 224,400; Full time

Benefits offered by this job

Unlimited paid time off

401(k) plan with employer contribution

Comprehensive health coverage

Job summary

Definitive Healthcare in Framingham, MA is seeking a leader for their new Product & Data Support function. This role involves defining workflows, managing support intake, and overseeing issue resolution. You'll build and lead a team while ensuring a streamlined operation across product and engineering teams.

The ideal candidate will have over 8 years of experience in product support, strong program management skills, and a background in knowledge management. The position offers a salary range of $149,600 – $224,400 per year, along with comprehensive benefits.

Qualifications

• 8+ years in product support or operations.
• Experience building or rebuilding a support function.
• Ability to drive accountability across teams.

Responsibilities

• Define operating model and workflows for the support function.
• Hire and develop a small team of specialists.
• Own issue resolution and escalation models.

Skills

Product support experience

Knowledge management

Program management

Cross-functional coordination

AI implementation experience

Education

Bachelor's degree in a relevant field

Tools

Jira Service Management

Job description

Definitive Healthcare in Framingham, MA is seeking a leader for their new Product & Data Support function. This role involves defining workflows, managing support intake, and overseeing issue resolution. You'll build and lead a team while ensuring a streamlined operation across product and engineering teams.

The ideal candidate will have over 8 years of experience in product support, strong program management skills, and a background in knowledge management. The position offers a salary range of $149,600 – $224,400 per year, along with comprehensive benefits.