Director, Product Support (Remote - US)

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.

·         Bachelor’s degree in a relevant field with 15+ years of experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, or software development/support.

·         8–10 years of experience in customer-facing roles and leading complex projects.

·         Minimum of 7 years managing teams with proven executive leadership and strategic impact.

·         Strong analytical, problem-solving, and decision-making skills.

·         Exceptional written and verbal communication abilities with experience presenting business cases to diverse audiences.

·         Demonstrated ability to develop processes, manage change, and implement scalable solutions.

·         Experience in metrics-driven project management, forecasting, and performance evaluation.

·         Ability to attract, develop, and retain top talent while fostering an inclusive and collaborative work environment.

·         Proven track record of cross-functional collaboration to improve operations and client satisfaction.

·         Competitive salary range: $162,000—$243,000 USD.

·         Eligibility for discretionary annual bonus.

·         Health, dental, and vision insurance.

·         Retirement savings benefits and company matching.

·         Life and disability insurance coverage.

·         Paid parental leave and vacation/sick time.

·         Opportunity to work with innovative technologies in a leading precision medicine environment.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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