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 ou…