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.

Leadership Role Overview

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 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 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 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—it’s a leader who can define the plan .

Compensation and Benefits

The salary range for this position is $149,600 – $224,400 per year. 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.

Definitive Hiring Philosophy

Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status.

#J-18808-Ljbffr

Definitive Healthcare Project Manager Jobs

Latest Jobs

Head of Product & Data Support - Build AI-Driven Tier 2

Senior Manager, Product & Data Support