Definitive Healthcare, US

Senior Manager, Product & Data Support

Framingham, MA · Senior

Sponsorship not specifiedDetected 8 days ago

JiraLeadershipCommunication

About the role

We empower them to uncover the right markets, opportunities, and people-paving the way for smarter decisions and greater impact.
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 Place to Work in India.
This role sits within Product Operations, an AI ‑ native function built for leverage over headcount.

Building and Scaling the Function
Provide a Tier ‑ 2 support layer that reduces reliance on Product & Engineering
Maintain accurate, discoverable product knowledge and enablement content
Hire, onboard, and develop a small team of product/data support specialists
Support Intake & Resolution
Own the front door for product/data bugs, issues, and questions
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

Establish operating rhythms that balance speed, quality, and learning
DH), we're passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare.
Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection, education, and inclusion.
Definitive Healthcare is building a Product & Data Support function from the ground up.

This listing is sourced directly from Definitive Healthcare, US's careers page and normalized into a canonical job model.