Senior Manager, Product & Data Support
Core
Designing and operating the systems that connect product and data knowledge to Sales, CS, PS, and Solution Engineering teams while reducing day-to-day escalations to Product and Engineering.
Role type
Senior Manager, Product Operations (Tier-2 Support)
Builds
Tier-2 support operating model, workflows, tooling, and knowledge infrastructure for commercial teams
Domain
Healthcare data analytics / Product Operations
Deliverable
product features
Required skills
Operating model design, Tier-2 support management, SLA definition, team hiring and development, process improvement, knowledge management
Preferred skills
Building functions from scratch, reducing engineering reliance
Technologies
None stated
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
Seniority
Senior, hands-on IC with people leadership
