Director, Product Support - Remote Eligible

Director, Product Support

QuartzBio is the Precision Medicine Intelligence Company. Our first-in-class Precision Medicine AI Agent Platform enables autonomous data ingestion and conversational insights across the precision medicine value chain. Powered by a network of domain-specific AI agents, our solutions amplify the efforts of operations, translational, informatics, and IT teams, using AI-driven integration of biomarker, sample, and clinical data to create a unified, scalable data ecosystem. R&D teams can shorten time from data to insights, analytics, and visualizations, accelerating study close and time-to-market. Transform the way precision medicine teams work with 360° intelligence.

The Director, Product Support, will lead and manage a product support team, ensuring that service level agreements for ticket acknowledgment, investigation, escalation, and resolution are consistently met. The successful candidate will be proficient in issue triage and possess strong leadership skills to motivate and manage the team effectively. Additionally, the Director will have a proven track record in setting goals and objectives, as well as fostering cross-department collaboration on company improvement initiatives.

Key responsibilities include: meeting with clients to understand product usage and identify opportunities for better engagement and support, leading and managing multiple teams or departments, acting as a key decision-maker in executive discussions, providing leadership and direction to the organization, continuously improving processes, methodologies, and tools ensuring solutions are scalable, maintainable, repeatable, and secure, mentoring and coaching team members to help them achieve their career goals, communicating effectively with executive management and stakeholders, developing and executing strategies to achieve departmental goals, playing a key role in decision-making processes, defining project goals, scope, and deliverables, and managing the project timeline, budget, and resources.

Qualifications include a bachelor's degree in a related field and a minimum of 15 years of relevant work experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions. Additionally, the candidate should have 8-10 years of experience working in a customer-facing role and leading projects, minimum of 7 years of experience in managing teams, proven executive leadership and strategic impact, excellent problem-solving and analytical skills, strong written and verbal communication skills, demonstrated proficiency in business proposals methods and techniques, skill in presenting well-organized and convincing information, excellent focus on customers, peers and key vendor relationships, ability to establish structures and processes to plan and manage the orderly implementation of change, good working knowledge of metrics to forecast project cost, schedule, effort, and quality.