Manager, Support Operations
Not Disclosed•Full-TimeOn-site
location_onOn-site
About the Team
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For over 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software and data-driven insights. We empower life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably, trusted by over 150 of the world's leading companies across more than 120 countries.
About the Role
We are seeking a hands-on Manager of Support Operations to establish and evolve the operational foundation for a highly technical, engineer-led support organization. Unlike high-volume support environments, our team handles complex, domain-specific issues that require deep expertise. The ideal candidate is comfortable operating in environments where problems are nuanced, workflows are not fully standardized, and improvements require thoughtful design rather than heavy-handed automation.
This role focuses on bringing clarity and structure to complex support workflows, building reliable reporting and metrics, and improving how support insights inform product and engineering decisions. While you will have strategic ownership of the support operations roadmap, success will come from your ability to operate close to the work, understanding how issues are solved and designing systems that support that reality.
You will partner closely with Support, Product, Engineering, Customer Success, and IT to improve visibility, consistency, and effectiveness across the support experience. As we introduce AI-enabled capabilities such as knowledge generation and intelligent intake, you will ensure these tools are implemented thoughtfully to enhance, not oversimplify, complex support workflows.
Hiring Process
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment; final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Equal Opportunity
Model N values diversity at our company and is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
Work location
Work model: On-site
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Frequently asked questions about Manager, Support Operations at Model N
What does a Manager, Support Operations at Model N do?expand_more
A Manager, Support Operations at Model N is responsible for the following: Define and evolve the support operations roadmap aligned with company priorities; Own the structure and optimization of Salesforce Service Cloud as the core support platform; Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real workflows; and Define and implement core support metrics to reflect operational health and customer impact.
What are the requirements for this Manager, Support Operations role?expand_more
To qualify for the Manager, Support Operations at Model N position, applicants should have: 8–10 years of experience in Support Operations, Technical Support, or related roles; Hands-on experience with Salesforce Service Cloud; and Experience with Forethought or Agentforce.
Where is the Manager, Support Operations role at Model N located?expand_more
Manager, Support Operations at Model N is based in On-site. This is a on-site role.
Is this Manager, Support Operations job remote, hybrid, or on-site?expand_more
Model N has listed this Manager, Support Operations role as on-site.