Manager, Support Operations

🕒 Maio 15

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $145.000 - $195.000 / ano

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

⚙️ Operações

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Model N

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2000

☁️ SaaS

📋 Conformidade

💊 Farmacêutico

SaaS • Compliance • Pharmaceuticals

A Model N é uma fornecedora líder de soluções de otimização de receita e conformidade para as indústrias farmacêutica, de dispositivos médicos, de alta tecnologia, manufatura e semicondutores em mais de 120 países. A empresa oferece reinvenção digital através de soluções específicas para cada setor, permitindo que os clientes maximizem suas receitas ao transformar processos de vendas, marketing, canal, financeiro e jurídico. Os produtos da Model N incluem plataformas para gerenciar processos de provedores e pagadores, preços globais e dados de canais, além de serviços em nuvem para garantir conformidade e excelência operacional. Seus serviços capacitam as empresas a racionalizarem operações, escalarem estrategicamente e mitigarem riscos para estimular o crescimento e a inovação. Principais clientes incluem Pfizer, AstraZeneca, Sanofi, Abbott, AMD, e outros, que utilizam a tecnologia da Model N para otimizar e automatizar processos de receita enquanto permanecem em conformidade com normas regulatórias globais.

Descrição

• Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals • Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility) • Balance short-term stabilization needs with longer-term improvements in systems, data, and processes • Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform • Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions • Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows • Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity • Partner with internal teams and external partners to maintain data integrity and system reliability • Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice • Improve case intake, categorization, and routing to better align with product areas and team expertise • Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value • Define and implement a core set of support metrics that reflect both operational health and customer impact • Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points • Translate support activity into actionable insights for Product and Engineering • Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams • Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases • Identify opportunities to reduce friction in workflows while respecting the complexity of the work • Introduce improvements incrementally, with a focus on adoption and real impact • Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable • Help establish feedback loops that connect customer issues to product improvements • Partner with leadership on prioritization of operational and product-related improvements • Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth • Provide clarity, prioritization, and direction in an evolving environment • Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership • Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes.

🎯 Requisitos

• 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environment • Experience building, leading, and developing high-performing teams, including hiring, coaching, and driving ongoing capability development • Experience working closely with technical support or support engineering teams • Demonstrated ability to align team priorities, roles, and capacity to evolving business needs, driving clarity and execution • Demonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving data • Interest in applying emerging technologies (including AI) to improve support workflows and knowledge management • Hands-on experience with Salesforce Service Cloud (configuration, workflows, reporting) • Experience with either Forethought or Agentforce. • Strong analytical skills with the ability to translate ambiguous data into clear insights and recommendations • Ability to operate both strategically and tactically • Some Travel may be required for company meetings and industry events.

🏖️ Benefícios

• Unlimited PTO for salaried employees – because flexibility fuels success • Comprehensive medical, dental, and vision coverage • Health Savings & Flexible Spending Accounts • 401(k) with company match to invest in your future • Volunteer Time Off (VTO) to give back to causes you care about • Life and pet insurance for peace of mind • Employee Assistance & Mental Health Programs • Charitable giving opportunities • Professional coaching and career development • …and much more.