Senior Manager, Product & Data Support
Definitive HealthcareAbout the role
About Definitive Healthcare:
At Definitive Healthcare (NASDAQ: 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. We empower them to uncover the right markets, opportunities, and people—paving the way for smarter decisions and greater impact.
Headquartered just outside of Boston, Massachusetts, Definitive Healthcare operates across North America, Europe, and India, supporting a growing global client base of more than 2,400 customers since our founding in 2011.
We’re also a great place 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 Place 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 connection, education, and inclusion.
Definitive Healthcare 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 continuous improvement. This role does not own roadmap decisions or engineering delivery, but it does own the processes that keep those teams focused on execution.
This role sits within Product Operations, an AI‑native function built for leverage 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‑leverage ICs.
There is real 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 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
What You’ll Do
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
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