Director, Product Support (remote - US) - Remote Eligible

Director, Product Support

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.

Accountabilities

· 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.