Senior Manager, Product & Data Support

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 Do 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   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 executive reporting: volume, resolution times, escalation rates, knowledge gaps   Maintain a proactive at ‑ risk client report   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 – $187,000 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 bo