Senior Manager, Product & Data Support

Director, Product & Data Support

About

Definitive Healthcare (NASDAQ: DH) transforms data, analytics, and expertise into intelligence that helps customers shape the future of healthcare. We empower them to uncover markets, opportunities, and people for smarter decisions. Headquartered near Boston, MA, we operate globally. Definitive Healthcare has earned multiple workplace honors and fosters a collaborative, inclusive culture where diverse perspectives drive innovation.

Definitive Healthcare is building a Product & Data Support function from the ground up. This leadership role is responsible for designing and operating systems that connect product and data knowledge to Sales, CS, PS, and Solution Engineering teams, while reducing escalations to Product and Engineering. You will own the Tier-2 support operating model end-to-end: intake, triage, coordination, resolution, knowledge capture, and continuous improvement. This role sits within Product Operations, an AI-native function built for leverage over headcount. You will define the function, build systems and knowledge infrastructure, and hire a small team of high-leverage ICs.

Responsibilities

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 commercial teams.
• Improve resolution times, reduce escalations, and eliminate repeat issues.
• Maintain accurate, discoverable product knowledge and enablement content.

People Leadership

• 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.

Support Intake & Resolution

• 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.

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.

Knowledge Management

• 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.