Product & Data Support Lead

New

Skills

AI Workflows Cross-Functional Collaboration Data Support Jira Service Management Knowledge Management Operational Workflow Design Product Support Program Management SLA Management Team Leadership

As a Senior Manager of Product & Data Support, you will lead Tier 2 support initiatives, addressing and resolving product and data escalations. You will design and operate an effective support model, manage workflows, and implement tooling to enhance operational efficiency. This role involves hiring and overseeing a small team of specialists, setting ownership, and establishing service level agreements (SLAs) to ensure high-quality support. You will also be responsible for continuous improvement through service health metrics and reporting.

Key Responsibilities
  • Lead Tier 2 product and data support; triage and resolve escalations.
  • Design and operate the product/data support operating model and workflows.
  • Hire and manage a small team of product/data support specialists.
  • Establish SLAs, ownership, and escalation paths.
  • Build and scale the function within Product Operations.
  • Align support efforts across product, engineering, data, and commercial teams.
  • Establish service health metrics and reporting for continuous improvement.
Required Skills & Qualifications
  • 8+ years in product support, product operations, or knowledge management.
  • Experience building/rebuilding a support function.
  • Familiarity with Jira Service Management or similar tools.
  • Strong program management and cross-functional collaboration skills.
  • Experience with AI-assisted workflows or knowledge management is a plus.
  • Ability to navigate ambiguity and set clear SLAs and escalation paths.
  • Leadership experience in hiring and developing a small team.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

Share this job:

Similar Jobs

Workforce Development Associate

Posted 79 days ago

Support program operations, Execute logistics, Coordinate mentorship activities, Manage social

presence, Represent Techstars in the

Community engagement Entrepreneurship Event Planning Networking

Senior Program Manager Remote

Posted 79 days ago

Hire a remote senior program manager

Lead customer education initiatives

Content Development Cross-functional Communication Data Analysis Education

Product Ops Manager - Jetpack

Posted 79 days ago

Hiring an experienced Product Operations Manager for Jetpack organization

Improving planning, coordination, and execution across Jetpack's broad surface area

Agile Communication Kanban Operations Management

Remote Technical Program Manager

Posted 79 days ago

Hiring a remote Technical Program Manager at Axios.

Full-time position that can be done remotely anywhere in the United States.

Budget Management Collaboration Communication Cross-functional Collaboration

Principal Product Manager - AI Platform

Posted 79 days ago

Lead and drive product initiatives for AI and Data Product Platform

Adopt and implement data mesh framework across the organization

Agile Agile Development Databricks Financial Acumen

Principal Product Manager

Posted 79 days ago

Lead multiple product initiatives from concept to delivery.

Drive data business transformation and enhance customer outcomes.

Agile Agile Development Analytics Databricks

Staff Product Manager at YourCause

Posted 79 days ago

Drive product strategy for key capabilities in Corporate Social Responsibility space

Collaborate with cross-functional teams to define user requirements

Agile Methodologies AI Development B2b Communication Skills

Principal Product Manager, Data

Posted 79 days ago

Lead strategic product initiatives for data and AI platforms

Drive organizational adoption of data mesh framework

Agile Agile Methodologies Databricks Financial Acumen

Stealth AI Product Manager

Posted 79 days ago

Drive zero-to-one development of a stealth AI product

Own end-to-end product experience for an AI-powered tool

Ai Cross-platform Development Onboarding Product Development

Content Engineer India

Posted 79 days ago

Develop technical interview questions, Maintain content standards, Collaborate with global teams,

ilize Generative AI, Meet strict

Deadline Management Generative AI Problem-solving Program Management

Staff Technical Program Manager

Posted 79 days ago

Lead complex, cross-functional software programs

Champion and optimize agile/scrum practices

Agile Methodologies AWS Communication Skills Data-driven decision making

Senior Technical Program Manager

Posted 79 days ago

Drive cross-functional program execution

Ensure operational excellence in product delivery

Agile Methodologies Communication Skills Cross-functional Collaboration Devops

Channel Program Manager India

Posted 79 days ago

Drive channel partner acquisition and growth

Streamline and improve channel management processes

Analytics Communication Data Analysis Devops

Channel Sales Project Manager

Posted 79 days ago

Acquire new partners and manage existing relationships in channel sales

Analyze processes, tools, and data to identify growth opportunities

Analytical Skills Analytics Business Analytics Business Development

Senior Program Manager

Posted 79 days ago

Lead large-scale initiatives across multiple teams and regions

Collaborate closely with engineering leaders

Agile Methodologies Devops Engineering Interpersonal Skills

Global Geo Expansion Manager

Posted 79 days ago

Drive global market expansion initiatives

Align regulatory and compliance strategies

Business Development Cross-functional Collaboration Excel Financial Modeling

Geo Expansion Manager Role

Posted 79 days ago

Drive global market expansion

Ensure regulatory compliance and license acquisition

Business Development Cross-functional Collaboration Excel Financial Modeling

Senior Marketing Program Manager

Posted 79 days ago

Hire a senior-level marketing program manager

Lead strategic marketing initiatives remotely

Budget Management Campaign Strategy Communication Skills Cross-functional Collaboration

Customer Success Manager (Scale)

Posted 79 days ago

Drive customer adoption, satisfaction, and value realization at scale.

Utilize data and analytics for proactive engagement strategies.

Account manager Looker Presentation Skills Program Management

People Development Manager

Posted 79 days ago

Hire a remote program manager

Drive people development initiatives

Data Analysis Employee Engagement Learning & Development Organizational Development

Remote Business Operations Program Manager

Posted 79 days ago

Hiring a full-time Remote Business Operations Program Manager

Position can be done remotely in the United States

Analytical Skills Business Operations Communication Skills Problem-solving

Crypto Trading Platform Operations

Posted 79 days ago

Coordinate product campaigns and feature launches

Drive stakeholder alignment and cross-functional discussions

Campaign Management Crm Jira Operations Management

Customer Success Director

Posted 79 days ago

Lead global customer success programs, Drive customer adoption and growth, Ensure operational

ence, Collaborate with cross-functional teams, Build executive

Communication Skills Cross-functional Collaboration Customer Success Management Data Analysis

Certification Program Director

Posted 79 days ago

Lead certification program, innovate assessment methods, drive program growth, ensure compliance,

nage vendor

Compliance Program Management Project Management SaaS

Data Platform Program Manager

Posted 79 days ago

Lead enterprise-wide data platform migration programs

Ensure compliance with healthcare data regulations

Agile Project Management Architecture AWS Budget Management

Network Growth Manager

Posted 79 days ago

Operational Support Strategic Program Leadership Content Development Program-Level

None

Change Management Communication Skills Data Management Hubspot

Risk Ops Program Manager

Posted 79 days ago

Hire a remote program manager

Enhance risk operations enablement

Compliance Data Analysis Finance Fraud Prevention

Ops & Program Manager, Customer Success

Posted 79 days ago

Hiring a remote Operations & Program Manager for Customer Success.

Full-time position allowing remote work within the United States.

Communication Skills Customer Experience Customer success Customer Support

Girls’ Education Program Manager

Posted 79 days ago

Advance gender equity in education

Build capacity through fellowships and courses

Advocacy Communication Cross-cultural Communication Leadership

Senior Program Manager, TED-Ed Programs

Posted 79 days ago

Lead and oversee TED-Ed Programs.

Develop and implement strategic visions.

Collaboration Communication Content Development Organizational Skills

Knowledge Exchange Specialist

Posted 79 days ago

Enhance knowledge management practices and platforms

Drive cross-functional collaboration and knowledge sharing

Airtable Automation Confluence Customer Experience

Knowledge Exchange Program Specialist

Posted 79 days ago

Support and enhance the Knowledge Exchange program

Promote and advocate knowledge sharing across global teams

Airtable Confluence Customer Experience Data Analysis

People Partnerships Program Manager

Posted 79 days ago

Hire remote HR program manager

Support people partnership initiatives

Communication Skills Cross-functional Collaboration Employee Engagement Human Resources

Strategic Integration Consultant

Posted 79 days ago

Drive strategic integrations with non-Visa partners

Prioritize and evaluate business opportunities

Financial Modeling Go-to-market strategy Partnerships Program Management

Global Partnerships Consultant

Posted 79 days ago

Lead and prioritize global integration opportunities

Manage business case development for strategic partnerships

Cloud Platforms Competitive Analysis Financial Modeling Go-to-market strategy

Partnerships Program Management Consultant

Posted 79 days ago

Lead and prioritize strategic integration opportunities

Develop and manage robust business cases for integrations

Financial Modeling Go-to-market strategy Partnerships Program Management

Global Partnerships Integration Consultant

Posted 79 days ago

Drive global strategic integrations outside Visa ecosystem

Prioritize and evaluate partnership opportunities

Customer feedback Financial Modeling Partnerships Product marketing

Partnerships Integration Consultant

Posted 79 days ago

Lead and prioritize strategic integrations

Drive technical, commercial, and operational alignment

Financial Modeling Go-to-market strategy Partnerships Program Management

Trust & Safety Program Manager

Posted 79 days ago

Enhance user safety and trust on the VRChat platform

Develop and implement scalable trust and safety strategies

Analytics Communication Communication Skills Cross-functional Collaboration

Customer Support Operations Manager

Posted 79 days ago

Empower and lead the Support Operations team

Enhance support systems and workflow automation

Css Customer Experience Html JavaScript

Communications Project Manager

Posted 79 days ago

Manage and coordinate cross-team communications projects.

Support inclusive, effective, and collaborative team environments.

Asana Communication Cross-cultural Communication Documentation

Senior Program Officer (Europe)

Posted 79 days ago

Hiring a Senior Program Officer for Northern & Western Europe.

Full-time remote position working with Wikimedia Foundation.

Communication Skills Data Analysis Data-driven decision making Interpersonal Skills

Counter-Drone Technology Sales Director

Posted 79 days ago

Create market awareness, Drive revenue growth, Establish customer relationships, Achieve growth

s, Manage policy

B2b Sales Communication Skills Market awareness Program Management

Release Management Program Manager

Posted 79 days ago

Optimize software release roll out processes

Oversee major software releases across teams

Agile Methodologies Communication Skills Problem-solving Program Management

Federal IT Solutions Provider

Posted 79 days ago

Provide comprehensive Enterprise IT solutions for the federal sector

Focus on data analytics and health informatics

Cloud Migration Data Analytics Iso standards Management Consulting

Engineering Program Manager

Posted 79 days ago

Lead multidisciplinary team for vehicle delivery

Facilitate technical discussions on product architecture

Design Engineering Hardware Program Management

Senior Customer Program Manager

Posted 79 days ago

Collaborate with Sales and Product Management for customer strategies

Monitor and translate customer feedback effectively

Engineering Leadership Presentation Product Management

Remote Jobs at Trilogy Federal

Posted 79 days ago

Provide remote jobs in Management and IT consulting

Specialize in performance transformation, program management, and financial management

Change Management Data Analytics Financial Management Program Management

Outreach Analyst Job

Posted 79 days ago

Provide courteous and accurate responses to inquiries

Handle inbound and outbound customer service interactions

Collaboration Communication Skills Customer Service Documentation