Senior Manager, Product & Data Support
Framingham, MAAll locationsFramingham, MANew York, NY Remote
$149,600–$187,000 a yearJobFig found this opening at its original source and checks that it remains available.
About the role
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. Clean org boundaries — this role requires navigating ambiguity and brokering alignment We’re not looking for someone to execute a plan we hand them — we’re looking for someone who can define the plan .
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