8+ years in product support, product ops, knowledge management, or similar fields
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 teams
Proficient in driving tool/process adoption across non-technical users
Strong program management and cross-functional coordination skills
Expertise in Jira Service Management or similar tools
Responsibilities
Define the operating model, workflows, tooling, and knowledge infrastructure
Provide a Tier-2 support layer to reduce reliance on Product & Engineering teams
Establish ownership, SLAs, and escalation paths between teams
Improve resolution times, reduce escalations, and eliminate repeat issues
Maintain accurate product knowledge and enablement content
Coordinate multi-team issue resolutions without owning the work
Deliver weekly and monthly operational reports on performance metrics
Benefits
Medical, dental, and vision coverage
Unlimited paid time off
Participation in the 401(k) plan with employer contribution
Eligibility for company bonus or commission plan
Full Job Description
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
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
What You'll Bring
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
What You Won't Find Here
A defined function waiting to be optimized
A large team - we prioritize leverage and AI over headcount
Clean org boundaries - this role requires navigating ambiguity and brokering alignment
Your First 90 Days
Embed with product, engineering, commercial, CS, and PS teams to understand current-state workflows
Assess existing request history, tooling, and knowledge infrastructure
Build a clear view of what's broken and what should be preserved
Implement high-impact, low-effort changes to improve our workflows and serve out internal customers
Design the integration model between this function and Tier-1 CS support
Present a structured proposal outlining ownership, operating model, required systems, and build sequence
We're not looking for someone to execute a plan we hand them - we're looking for someone who can define the plan.
Compensation and Benefits
The salary range for this position is $149,600 - $224,400 per year, which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience, skills, and qualifications.
Depending on the position, employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package, including medical, dental, and vision coverage, unlimited paid time off, and participation in the company's 401(k) plan with employer contribution.
