Director, Product Support

QuartzBio Overview:

QuartzBio (www.quartzbio.com) is the Precision Medicine Intelligence Company.  Our first-in-class Precision Medicine AI Agent Platform enables autonomous data ingestion and conversational insights across the precision medicine value chain. Powered by a network of domain-specific AI agents, our solutions amplify the efforts of operations, translational, informatics, and IT teams, using AI-driven integration of biomarker, sample, and clinical data to create a unified, scalable data ecosystem. R&D teams can shorten time from data to insights, analytics, and visualizations, accelerating study close and time-to-market. Transform the way precision medicine teams work with 360° intelligence.

Position Summary:

The Director, Product Support, will lead and manage a product support team, ensuring that service level agreements for ticket acknowledgment, investigation, escalation, and resolution are consistently met. The successful candidate will be proficient in issue triage and possess strong leadership skills to motivate and manage the team effectively. Additionally, the Director will have a proven track record in setting goals and objectives, as well as fostering cross-department collaboration on company improvement initiatives.

Key Responsibilities:

• Meet with clients to understand client usage of the product and identify opportunities for better engagement and support.
• Lead and manage multiple teams or departments.
• Act as a key decision-maker in executive discussions.
• Provide leadership and direction to the organization.
• Continuously improve processes, methodologies, and tools ensuring solutions are scalable, maintainable, repeatable, and secure.
• Mentor and coach team members to help them achieve their career goals.
• Continuously improving skills and staying up to date with emerging trends in the industry
• Communicate effectively with executive management and stakeholders.
• Develop and execute strategies to achieve departmental goals.
• Play a key role in decision-making processes.
• Define project goals, scope, and deliverables, and manage the project timeline, budget, and resources.
• Collaborate with cross-functional teams to define project requirements and timelines.
• Develop and implement strategies and roadmaps.
• Manage relationships with clients, vendors and third-party providers.
• Foster a culture of transparency and open communication within the team.
• Champion client service excellence as a top priority.
• Define and execute the overall strategy in alignment with the company's business objectives.
• Lead and manage multiple teams or departments.
• Act as a key decision-maker in executive discussions.
• Provide leadership and direction to the organization.
• Collaborate with cross-functional teams to define project requirements and timelines.
• Continuously improve processes, methodologies, and tools ensuring solutions are scalable, maintainable, repeatable, and secure.
• Mentor and coach managers and team members to help them achieve their career goals.
• Develops project specifications from business requirements in consultation with end users.
• Communicate effectively with executive management and stakeholders.
• Manage the project portfolio and ensure project goals are achieved on time and within budget.
• Develop and implement strategies and roadmaps.
• Manage relationships with vendors and third-party providers.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree related field and a minimum of 15 years of relevant work experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions.
• 8-10 years of experience working in a customer-facing role and leading projects.
• Minimum of 7 years of experience in managing teams.
• Proven executive leadership and strategic impact.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Demonstrated proficiency in business proposals methods and techniques.
• Demonstrated proficiency in business proposals methods and techniques for preparing and presenting business cases, both orally and in writing.
• Skill in presenting well-organized and convincing information is clear and efficient and can be understood by all audiences.
• Excellent focus on customers, peers and key vendor relationships to ensure expectations are met.
• Ability to establish structures and processes to plan and manage the orderly implementation of change.
• Good w