Model N enables our life sciences and high-tech customers deliver life-changing products to the world.
Manager, Support Operations
Location
United States
Posted
72 days ago
Salary
$145K - $195K / year
Seniority
Lead
Job Description
Manager, Support Operations
Model N
• 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.
Job Requirements
- 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.
Benefits
- 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.
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• Coordinate contact with education institution, employers, and references of person • Conduct online research with public and private resources. • Input accurate and verified information into the internal background screening application. • Accurately use time management to perform tasks in a timely manner to support client needs and timeframes. • Serve as backup for all operations support, when needed. • Handling and answering calls that include from clients, customers, return calls, and troubleshooting application calls. • To take on needed tasks as designed by management, when needed for additional support.
• Coordinate contact with education institution, employers, and references of person • Conduct online research with public and private resources • Input accurate and verified information into the internal background screening application • Accurately use time management to perform tasks in a timely manner to support client needs and timeframes • Serve as backup for all operations support, when needed • Handling and answering calls that include from clients, customers, return calls, and troubleshooting application calls • To take on needed tasks as designed by management, when needed for additional support
• Resolver tareas operativas usando IA aplicada (no solo chat): análisis de información, extracción y limpieza de datos, redacción y estandarización, detección de errores, generación de reportes, creación de checklists y procedimientos. • Usar herramientas con IA para automatizar y acelerar trabajo (ejemplos): ChatGPT / GPTs, Claude, hojas de cálculo, plantillas, flujos, extensiones, asistentes, etc. • Convertir solicitudes ambiguas en acciones claras: definir qué falta, pedir datos correctos, decidir siguiente paso y documentarlo. • Garantizar calidad y trazabilidad: registrar solicitudes en ticket/tarea antes de ejecutar, dejar evidencia y cerrar correctamente. • Atención al cliente: comunicación cordial y profesional, seguimiento, minutas/evidencias cuando aplique. • Mejorar procesos continuamente: proponer mejoras (plantillas, prompts, checklists) para reducir errores y tiempo.
• Develop and maintain relationships with insurance companies • Collect payment from insurance companies on outstanding patient balances • Research and resolve problem accounts as needed • Maximize collections to achieve collection performance goals • Identify trends and perform root cause analysis on unpaid and underpaid claims • Research, appeal, and resolve claim rejections, underpayments, and denials with appropriate insurance payor • Develop and maintain positive working relationships with clinical personnel, teammates, and insurance representatives
