Senior Head of Product

Found in: Jooble US O C2 - 2 weeks ago


Framingham MA, United States Definitive Healthcare, US Full time

Guide, develop, and scale a global team of support professionals across various expertise domains to ensure high performance and continuous skill development.
Strategic Collaboration: Collaborate closely with departments such as Customer Support, Customer Experience, Account Executives, and Professional Services, along with Product, Marketing, IT, Legal, and Engineering teams, to ensure a unified approach to customer satisfaction.
Manage the team's Key Performance Indicators (KPIs) to ensure targets are consistently met.
Operational Excellence: Work with executive leadership to identify and implement process improvements, operational efficiencies, and strategic initiatives to enhance customer support and satisfaction.
Procurement Assistance: Assist the procurement team with contract terms and conditions for software subscriptions required by the support team, ensuring alignment with service needs and standards.
Multichannel Support Management: Oversee the team's processing of requests through email, live chat, phone, and multiple ticket systems, ensuring a seamless and responsive customer experience.
Educational Material Development: Build and maintain a comprehensive corpus of help center and client-facing materials for education and training, ensuring resources are up-to-date and effective.
Curate and overhaul the onboarding journeys for new hires, both local and international, ensuring a smooth transition and integration into the company culture and processes.
At least 8 years of experience in customer support, with a minimum of 2 years in a senior management or director role.
Experience with software development tools such as JIRA or Azure DevOps.
Proven track record of building and leading global customer support teams.
A business-focused mindset capable of strategic planning and optimizing operational efficiency.
Bachelor’s degree in business administration, Communications, or related field. Proficiency in CRM and support software tools.


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