Product & Data Support Lead

Definitive Healthcare is building a Product & Data Support function from the ground up. This leadership role is 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.

Key Responsibilities

Build and scale the function: define operating model, workflows, tooling, knowledge infrastructure; provide Tier‑2 support; establish ownership, SLAs and escalation paths; improve resolution times and eliminate repeat issues; maintain accurate product knowledge; hire and develop a small team; define roles; establish operating rhythms.
Support Intake & Resolution: own the front door for product/data bugs, issues, and questions; consolidate intake channels into a single portal using Jira Service Management; set SLAs and communicate with requesters; coordinate multi‑team resolution; build an escalation model.
Reporting & Visibility: deliver weekly operational views of tickets; own monthly executive reporting on volume, resolution times, escalation rates, knowledge gaps; define service health metrics.
Knowledge Management: treat resolved tickets as knowledge assets; identify repeat questions and content gaps; partner with CS enablement to feed content pipeline.
First 90 Days: embed with cross‑functional teams; assess existing workflow and tooling; build a clear view of issues; implement high‑impact changes; design integration model with Tier‑1 CS; present proposal for ownership and systems.

Required Qualifications

8+ years in product support, product operations, 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.
Comfort operating in ambiguity and shaping a new mandate.
SaaS, data product, or healthcare technology experience is a plus.

Compensation and Benefits

Salary range: $149,600 – $224,400 per year. Base pay determined by experience, skills, and qualifications. Employees may also be eligible for a bonus or commission plan. Comprehensive benefits include medical, dental, vision, unlimited paid time off, and a 401(k) plan with employer contribution.

Equal Opportunity Employer

Definitive Healthcare is an equal‑opportunity employer that celebrates diversity and is committed to an inclusive workplace. All applicants are considered equally regardless of race, color, religion, age, gender, sexual orientation, disability, or veteran status.

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