Customer Support Program Manager

Knowtex

1d•Remote

About The Position

As Customer Support Program Manager, you will design, build, and lead the support program that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation that enables our rapid growth while maintaining exceptional service quality. This is a strategic leadership role with hands-on execution: You'll manage support operations end-to-end while building the systems, processes, and team to scale from hundreds to tens of thousands of users. You'll serve as the bridge between VA clinicians, product engineering, and cross-functional delivery teams—translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across a rapidly expanding user base. Key Distinction: This role focuses exclusively on support program infrastructure, technical issue resolution, and team management. You'll partner closely with the Implementation Manager (who owns site deployments and go-live project management) and the Clinical Specialist (who addresses clinical workflow optimization and quality concerns requiring clinical expertise).

Requirements

5+ years in support operations, program management, or technical operations with demonstrated success building, scaling, or optimizing customer support programs
Healthcare technology or healthcare operations experience: Deep understanding of clinical workflows, EHR systems, healthcare compliance, and patient care delivery environments
Team leadership: Experience directly managing support teams or building support organizations; proven ability to coach, develop, and drive performance
Technical support expertise: Strong track record managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments
Support program design: Experience establishing support infrastructure including ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs
Support systems expertise: Proficiency with ticketing platforms (Zendesk, ServiceNow, Jira Service Desk) or demonstrated ability to evaluate, select, and implement support technologies
Technical fluency: Comfortable understanding APIs, system integrations, authentication protocols, and technical documentation; able to troubleshoot complex technical issues
Data analysis and reporting: Proficient with Excel/Google Sheets, data visualization tools; able to analyze trends, create executive dashboards, and present actionable insights
Process design and optimization: Strong capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks
Program management proficiency: Experience with project management tools (Clickup, Jira, Monday.com, Microsoft Project); ability to manage multiple concurrent initiatives with competing priorities
Strategic thinking: Balances immediate operational needs with long-term program sustainability and scalability
Technical problem-solving: Analytical mindset with ability to diagnose root causes, distinguish systemic from isolated issues, and implement preventive solutions
Crisis leadership: Remains composed under pressure; makes sound decisions during high-stakes situations; provides clear direction during system outages
Communication excellence: Outstanding written and verbal communication; translates complex technical concepts for diverse audiences from clinicians to executives
Stakeholder management: Exceptional ability to build relationships, influence without authority, navigate complex organizations, and manage competing priorities
Bias toward action: Moves decisively to solve problems while building systematic, sustainable solutions
Empathy and advocacy: Deep commitment to user success; champions clinician needs while maintaining technical rigor
Adaptability: Thrives in dynamic environments; embraces change and uncertainty as opportunities for innovation

Nice To Haves

VA healthcare system experience: Direct experience working within or supporting VA medical centers, VISNs, or VA central office; understanding of VA organizational structure and cultural dynamics (highly valued)
Enterprise healthcare software: Background supporting EHR systems, clinical documentation tools, or healthcare SaaS platforms in large, complex organizations
Telehealth or virtual care programs: Experience managing support for remote care delivery platforms or digital health solutions
Professional certifications: ITIL Service Management, HDI Support Center certification, Project Management Professional (PMP), or similar credentials demonstrating professional development
Agile/Scrum methodologies: Experience with Agile delivery frameworks, sprint planning, and iterative program development
Regulatory compliance knowledge: Familiarity with healthcare compliance frameworks, audit programs, or quality assurance processes