Director of Product Support - Remote

Overview

This position is posted by Jobgether on behalf of Precision Medicine Group. We are currently looking for a Director, Product Support in United States.

We are seeking a strategic and experienced Director of Product Support to lead a high-performing team and ensure exceptional client service and support for complex technology solutions. This role will oversee service operations, drive process improvements, and foster cross-functional collaboration to deliver scalable, reliable, and client-focused outcomes. You will play a pivotal role in shaping support strategy, mentoring team members, and guiding executive decision-making with data-driven insights. The position offers the opportunity to influence customer experience, operational excellence, and organizational growth while working in an innovative, fast-paced environment. Ideal candidates are proactive leaders who thrive on building strong teams and delivering measurable results.

In Short

• Lead and manage multiple teams to ensure service level agreements for ticket resolution, escalation, and client support are consistently met.
• Collaborate with clients to understand product usage and identify opportunities to enhance engagement and satisfaction.
• Develop, implement, and execute departmental strategies, roadmaps, and operational improvements.
• Serve as a key decision-maker in executive discussions and cross-functional projects.
• Mentor and coach managers and team members to achieve career goals and maintain high performance standards.
• Continuously improve processes, tools, and methodologies to ensure scalable, maintainable, and secure solutions.
• Oversee project goals, scope, timelines, budgets, and resource allocation.
• Build strong relationships with clients, vendors, and third-party providers while championing service excellence.
• Foster a positive, transparent, and inclusive team culture aligned with organizational values.
• Other duties as assigned to support the business and client needs.

Requirements

• Proven experience in client service management and team leadership.
• Strong background in process improvement and operational excellence.
• Ability to make data-driven decisions and shape support strategy.
• Experience in project management and resource allocation.
• Excellent communication and mentoring skills.
• Capability to foster cross-functional collaboration.
• Proven track record of enhancing customer experience.
• Strong relationship-building skills with clients and vendors.
• Commitment to maintaining a positive team culture.
• Ability to adapt in a fast-paced environment.

Benefits

• Opportunity to influence customer experience and organizational growth.
• Work in an innovative and fast-paced environment.
• Mentoring and coaching opportunities.
• Collaboration with cross-functional teams.
• Support for career development and goals.
• Competitive compensation package.
• Inclusive team culture.
• Access to advanced technology solutions.
• Flexible working conditions.
• Engagement in meaningful projects.