Senior Manager, Product & Data Support

Definitive Healthcare is a leading provider of healthcare data and analytics. They are seeking a Senior Manager for their Product & Data Support function, responsible for designing and operating systems that connect product and data 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

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
• 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