---
title: 'Senior Manager, Product & Data Support at Definitive Healthcare, US'
canonical: 'https://feeny.ai/job/senior-manager-product-data-support-definitive-healthcare-us-framingham-c2n0stnzhcze'
type: 'job'
last_seen: '2026-09-10'
---

# Senior Manager, Product & Data Support at Definitive Healthcare, US

- **Company:** Definitive Healthcare, US
- **Location:** Framingham, MA
- **Posted:** 2026-06-01
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/definitivehc/jobs/6009363004

## Job description

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 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. Why we love Definitive, and why you will too!

- Industry leading products
- Work hard, and have fun doing it
- Incredibly fast growth means limitless opportunity
- Flexible and dynamic culture
- Work alongside some of the most talented and dedicated teammates
- Definitive Cares, our community service group, gives all of us a chance to give back
- Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:

“Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”

-Business Development Manager

“Great team. Amazing growth. Employees are treated very well.”

-Research Analyst

“I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”

-Profile Analyst

If you don’t fit all of these qualifications, but believe you’re still a great fit, feel free to apply and tell us why in your cover letter.

If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.

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. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!

Privacy Your privacy is important to us. Please review our [Candidate Privacy Notice](https://www.definitivehc.com/candidate-privacy-policy) which tells you how we use and process your personal information.

Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators using an @definitivehc.com email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication, please contact careers@definitivehc.com to verify your status in the application process.

## About Definitive Healthcare, US

## Company Overview
- **One-liner**: Definitive Healthcare provides data and analytics solutions for the healthcare market, helping clients understand healthcare organizations, clinicians, and consumers to make smarter strategic decisions.
- **Entity Type**: Private (no ticker or funding stage publicly listed; not currently a publicly traded company based on available information)
- **Headquarters**: Framingham, Massachusetts, USA
- **Founded**: 2011
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Healthcare data and analytics, SaaS
- **Target customers**: B2B – life sciences, healthcare providers, software & IT, consulting, financial services, medical supply, staffing, and other organizations selling into the healthcare market.
- **Mission or purpose statement**: “To connect with the real people who make healthcare happen. With real data on real people, our customers get the definitive picture of the healthcare market to move their businesses and organizations forward.”

## Products & Services
- **Definitive Healthcare Platform**: SaaS platform delivering a comprehensive view of the healthcare market, including profiles of hospitals, IDNs, physician groups, surgery centers, imaging centers, long-term care facilities, payers, and more. Data covers affiliations, referrals, quality metrics, financials, and clinical metrics.
- **Consumer & Claims Data**: HIPAA-compliant consumer health attributes, all-payor medical and prescription claims data (on hundreds of millions of unique patients).
- **Medical & Scientific Experts**: Profiles on 3M+ physicians, nurses, allied health professionals, and 16M+ medical/scientific experts including key opinion leaders.
- **Strategic Services**: Consulting and advanced analytics from a team of data scientists and analysts to help clients integrate insights into workflows.
- **Digital Advertising Activation**: Services enabling clients to engage effectively with the healthcare market using Definitive Healthcare’s data.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total Funding – not publicly available; Annual Revenue – not publicly available. Client count exceeds 2,900+.
- **Notable Investors/Partners**: None listed in available materials.
- **Growth Signals**: Since 2020, the company has acquired Monocl and Analytical Wizards, expanded its global client base to 2,900+, and more than doubled its headcount. Maintains offices in the U.S., Sweden, and India.

## Competitive Advantages
- **Data scale and depth**: Proprietary datasets covering 9K+ hospitals, 3M+ physicians, 100K+ nursing/home health organizations, 14K+ ACOs/HIEs/payer profiles, and billions of claims records – all in one platform.
- **Trusted market intelligence**: Recognized as a leading source of healthcare commercial intelligence, used by companies across biopharma, medtech, IT, and consulting.
- **End-to-end solutions**: Combines data, analytics, strategic consulting, and digital activation, creating a high switching cost for clients.

## Strategic Focus
- **Current priorities**: Expanding data coverage and analytics capabilities, supporting customer go-to-market success, and deepening integration of acquired companies (Monocl and Analytical Wizards).
- **Direction for growth**: Continue to lead in healthcare market data and analytics by delivering actionable, differentiated insights that empower customers to improve patient lives.

## Why Work Here
- **Culture highlights**: Collaborative, open-door work environment; recognized by Built In as a 100 Best Places to Work in Boston (2024), Stevie Bronze Award for Great Employers, and Great Place to Work in India. Named a best place to work by the Boston Business Journal and Boston Globe for five consecutive years.
- **Remote/hybrid/office policy**: Offices in Framingham, MA (HQ) plus locations in Sweden and India. Specific remote/hybrid policy not detailed publicly, but work-life flexibility is cited as a recognized strength.
- **Notable perks or engineering culture**: Access to Definitive University, LinkedIn Learning subscriptions, and opportunities to attend industry conferences. Emphasis on internal mobility and career growth across data science, product, engineering, and commercial roles. DefinitiveCares program offers volunteer opportunities in local communities.

## Sources
1. [definitivehc.com](https://www.definitivehc.com/)
2. [definitivehc.com/about](https://www.definitivehc.com/about)
3. [definitivehc.com/about/life-at-definitive-healthcare](https://www.definitivehc.com/about/life-at-definitive-healthcare)
4. [definitivehc.com/about/careers](https://www.definitivehc.com/about/careers)
5. [Greenhouse jobs](http://job-boards.greenhouse.io/definitivehc)

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