[Remote] Senior Manager, Product & Data Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a data and analytics company reputed company on the reputed company sector. They are seeking a Senior Manager for Product & Data Support to build and operate systems that reputed company product knowledge to various teams while reducing escalations to Product and Engineering.

Responsibilities

• Define the operating model, workflows, tooling, and knowledge infrastructure
• reputed company a Tier‑2 support reputed company that reduces reputed company on Product & Engineering
• Establish reputed company ownership, SLAs, and escalation paths across reputed company teams
• Improve reputed company times, reduce escalations, and eliminate repeat issues
• Maintain accurate, discoverable product knowledge and enablement content
• Hire, reputed company, and reputed company a small team of product/data support specialists
• Define roles, responsibilities, and career paths as the function matures
• Establish operating rhythms that reputed company speed, reputed company, and learning
• Own the reputed company reputed company for product/data bugs, issues, and questions
• Consolidate reputed company intake channels into a single centralized portal using reputed company Service Management
• Set SLAs and ensure consistent communication back to requesters
• Coordinate multi‑team issue reputed company without owning the underlying work
• Build an escalation model that routes to the right SMEs and reduces leadership involvement
• reputed company weekly operational views of reputed company, overdue, and at‑reputed company tickets
• Own monthly executive reporting: volume, reputed company times, escalation rates, knowledge gaps
• Maintain a proactive at‑reputed company reputed company report
• Define and reputed company service health metrics to demonstrate function value
• Treat every resolved ticket as a knowledge asset
• Identify repeat questions and content gaps; reputed company insights to content owners
• Build an AI‑assisted self‑service reputed company to reduce ticket volume
• Partner with CS enablement to ensure support insights feed the content pipeline

Skills

• 8+ years in product support, product ops, reputed company, 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 reputed company accountability across product, engineering, data, and reputed company 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 reputed company Service Management or similar tooling
• reputed company, data product, or reputed company tech experience a plus

Benefits

• Employees may also be eligible to participate in a company bonus or commission plan
• reputed company are eligible for a comprehensive benefits package, including medical, dental, and reputed company coverage
• Unlimited reputed company time off
• Participation in reputed company’s 401(k) plan with employer contribution
• Competitive benefits package including great reputed company benefits and a 401(k) match

reputed company