What We're Looking For

We're scaling a clinical data acquisition platform across our payer clients and expanding into new product types. As volume grows, so does operational complexity. The Product Operations & Enablement Manager owns day-to-day triage, pattern analysis, and resolution coordination for inbound platform issues. This is an AI-first role: we expect you to reach for AI tools before building manual processes, to automate what's repeatable, and to continuously raise the bar on what one person can manage at scale. You'll be the intelligent first line of defense - routing work to the right owners, eliminating recurring issues, and building the systems that let teams self-serve.

This is also an exceptional entry point for someone early in their career who wants real proximity to how a technical product is built and operated. You'll work daily alongside Product and Engineering, develop a ground-floor understanding of the platform, and have a direct line from your issue analysis to roadmap decisions.

What You Will Do

Issue Triage & Classification

• Own the inbound issue queue (Jira): classify, prioritize, and route every ticket using a combination of judgment and AI-assisted tooling
• Use AI to accelerate intake review: summarize tickets, detect duplicates, suggest classifications, and flag missing information before routing to Engineering
• Enforce SLA discipline and keep status current across CS, Retrieval Ops, and Engineering

Pattern Recognition & Analysis

• Identify recurring error types, onboarding gaps, and systemic issues across the portfolio - and as we expand to new product lines
• Use AI tools to surface patterns across large ticket volumes faster than manual review allows
• Drive insights and influence decision-making using data about customer pain points. Produce a weekly issues digest for CS, Product, and GTM leadership; synthesize trends, customer friction points, and operational insights into actionable recommendations that improve client experience and internal readiness
• Distinguish one-off issues from signals of deeper problems; escalate with evidence and a recommended path forward

Product Expertise & Enablement

• Become the go-to internal expert for Client Success, Sales, and Ops turn to when they need to understand how something works or why something may not be working as expected
• Lead client-facing discussions on customer-reported issues and triage sessions, serving as a trusted product expert who can explain platform functionality, answer customer questions, communicate updates on product enhancements, and translate customer feedback into actionable insights for Product Managers
• Partner with Product Managers to release product release notes, build runbooks, decision trees, and a scalable knowledge base so Client Success, Ops, and customer-facing teams can resolve common issues without Engineering intervention, improving operational efficiency and internal enablement - using AI to draft, organize, and keep content current
• Continuously ask: "what here could be automated or self-served?" - and act on the answer

Cross-Functional Coordination

• Act as the communication layer between Client Success, Retrieval Ops, and Engineering on issue status and coordinate resolution
• Identify recurring issues and propose systemic fixes - process changes, documentation updates, product requests that demonstrate deep understanding of product behavior and customer needs

What You Need to Succeed

• 3 - 5 years of experience in operations, technical support, implementation, customer success, or a related field
• Demonstrable AI-first working style: you already use AI tools daily, have built workflows around them, and can show concrete examples of productivity gains
• Experience or familiarity with issue tracking tools like Jira
• Strong pattern recognition across large, messy datasets of issues or tickets
• Clear, concise written communication for both technical and non-technical audiences
• Comfortable building process from scratch; energized by ambiguity, not slowed by it

What Helps You Stand Out

• Familiarity with clinical data workflows or healthcare
• Exposure to a technical product or SaaS environment - you don't need to be an engineer, but you should be comfortable asking engineers questions and being curious how technical workflows operate
• Basic SQL or ability to query data independently
• Experience building internal knowledge bases or CS enablement content

At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.

The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:

$115,000-$135,000 USD