Product Support Team Manager (x/f/m)
Core
Manage a multi-level Product Support Tech team to drive practitioner satisfaction, service quality, and organizational performance in a healthcare tech environment.
Role type
Senior IC Product Support Team Manager
Builds
A high-performing support organization serving healthcare practitioners
Domain
Healthcare technology / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team management (including managing managers), KPI management (Gold Rate, QS, CSAT, SLA), Service delivery operations, Change management, Stakeholder collaboration
Preferred skills
SaaS/Tech environment experience, BPO partner management, Organizational transformation
Technologies
AI tools, Support platforms
Responsibilities
Drive NPS targets and practitioner engagement, Pilot team performance and achieve KPIs, Structure and develop Team Leaders, Reduce internal escalations, Collaborate with Account Management/Tech/BPO, Lead AI-driven support transformation
Seniority
Senior, hands-on IC with management of managers
