Senior Manager, Product & Data Support

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

Product & Data Support Function

Definitive Healthcare is building a Product & Data Support function from the ground up. This is a leadership role responsible for designing and operating the systems that connect product and data knowledge to the teams who need it — Sales, CS, PS, and Solution Engineering — while reducing day‑to‑day escalations to Product and Engineering.

You will own the Tier‑2 support operating model end‑to‑end: intake, triage, coordination, resolution, knowledge capture, and continuous improvement. This role does NOT own roadmap decisions or engineering delivery, but DOES own the processes that keep those teams focused on execution.

This role sits within Product Operations, an AI‑native function built for leverage over headcount. You won’t inherit a mature team — you will define the function, build the systems and knowledge infrastructure, and hire a small team of high‑leverage ICs.

There is real organizational pain today around request visibility and resolution. You will own the solution.

What You’ll Be Accountable For

Building and Scaling the Function

• 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

People Leadership

• 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

What You’ll Do

Support Intake & Resolution

• 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

Reporting & Visibility

• 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

Knowledge Management

• 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

What You’ll Bring

• 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

What You Won’t Find Here

• A defined function waiting to be optimized
• A large team — we prioritize leverage and AI over headcount
• Clean org boundaries — this role requires navigating ambiguity and brokering alignment

Your First 90 Days

• Embed with product, engineering, commercial, CS, and PS teams to understand current state workflows
• Assess existing request history, tooling, and knowledge infrastructure
• Build a clear view of what’s broken and what should be preserved
• Implement high‑impact, low‑effort changes to improve our workflows and serve out internal customers
• Design the integration model between this function and Tier‑1 CS support
• Present a structured proposal outlining ownership, operating model, required systems, and build sequence

We’re not looking for someone to execute a plan we hand them — we’re looking for someone who can define the plan.

Compensation and Benefits

The salary range for this position is $149,600 – $224,400 per year, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications.

Depending on the position, 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, and participation in the company’s 401(k) plan with employer contribution.

Equal Opportunity Employer

Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!