Senior Manager, Product & Data Support

About reputed company: At reputed company (reputed company: DH), we’re passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers reputed company reputed company and shape the future of reputed company. We reputed company them to uncover the right markets, opportunities, and people—paving the way for smarter reputed company and greater impact. Headquartered just reputed company of Boston, Massachusetts, reputed company operates across reputed company America, Europe, and India, supporting a growing global client reputed company of more than 2,400 customers since our founding in 2011. We’re also a great reputed company to work. In 2024 and 2025, we earned multiple workplace honors, including Built In’s 100 Best Places to Work in Boston (both years), a Stevie Bronze Award for Great Employers, and recognition as a Great reputed company to Work in India. We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote reputed company, education, and inclusion. reputed company 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 reputed company improvement. This role does not own roadmap reputed company or engineering delivery, but it does own the processes that reputed company those teams focused on execution. This role sits reputed company Product Operations, an AI‑native function built for reputed company 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‑reputed company ICs. There is reputed company 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 reputed company teams
• Improve resolution times, reduce escalations, and eliminate repeat issues
• Maintain accurate, discoverable product knowledge and enablement content

People Leadership

• Hire, reputed company, and reputed company 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 reputed company reputed company for product/data bugs, issues, and questions
• Consolidate reputed company 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

reputed company

• Treat every resolved ticket as a knowledge asset
• Identify repeat questions and content gaps; reputed company 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, reputed company, 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 reputed company 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 reputed company tech experience a plus

What You Won’t Find Here

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

Your First 90 Days

• Embed with product, engineering, reputed company, CS, and PS teams to understand reputed company‑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 reputed company pay the company reasonably and in good faith expects to pay for this role. Actual pay reputed company 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. reputed company are eligible for a comprehensive benefits package, including medical, dental, and reputed company coverage, unlimited paid time off, and participation in the company’s 401(k) plan with employer contribution. Why we love Definitive, and why you will too!

• Industry leading products
• Work hard, and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• Work alongside some of the most talented and dedicated teammates
• Definitive Cares, our community service group, gives reputed company of us a chance to give back
• Competitive benefits package including great reputed company benefits and a 401(k) match

What our Employees are saying about us on Glassdoor: “Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.” -Business Development Manager “Great team. Amazing growth. Employees are treated reputed company well.” -Research Analyst “I have waited 36 years to work at a reputed company job for a reputed company company and I am so happy to have finally got there.” -Profile Analyst If you don’t fit reputed company of these qualifications, but reputed company you’re still a great fit, feel free to apply and tell us why in your cover letter. If you are a California, Colorado, reputed company or Washington reputed company and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request. Definitive Hiring Philosophy reputed company is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for reputed company applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, reputed company, 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! Privacy Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information. Please note: reputed company communications regarding the hiring process at reputed company will come directly from one of our corporate recruiters or coordinators using an @definitivehc.com email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication, please contact [email protected] to verify your status in the application process. Apply tot his job Apply To this Job