Senior Manager, Product & Data Support

About the role

This role is a leadership position responsible for designing and operating the systems that connect product and data knowledge to sales, customer support, professional services, and solution engineering teams. The role does not own roadmap decisions or engineering delivery but owns the processes that keep those teams focused on execution.

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
• Carefully 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

Qualifications

• Expertise in Jira Service Management or similar tooling
• Comfort operating in ambiguity and shaping a new mandate
• Strong program management and cross-functional coordination skills
• 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 background in knowledge-centered service models
• Experience building or rebuilding a support function
• 8+ years in product support, product ops, knowledge management, or similar

Skills

• Expertise in Jira Service Management or similar tooling
• Comfort operating in ambiguity and shaping a new mandate
• Strong program management and cross-functional coordination skills
• 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 background in knowledge-centered service models
• Experience building or rebuilding a support function
• 8+ years in product support, product ops, knowledge management, or similar

Benefits

• 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

Pay

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.

Schedule

Remote work is available for this role.