Senior Manager, Services Support

Imagen’s mission is to ensure that every patient receives the right diagnosis at the right time. The company operates at the “front door” of healthcare—the primary care provider (PCP) office—equipping clinics with in-house staff and equipment, as well as specialists powered by industry-leading AI. Imagen’s platform includes six FDA-cleared AI devices capable of automatically detecting over 120 pathologies. By leveraging this technology, Imagen empowers its customers to achieve healthcare’s quadruple aim: improving quality, reducing costs, and enhancing both the patient and provider experience.

The company is rapidly expanding its platform across the U.S. - from 16 states and 500,000 patients in 2023, to 20+ states and 1.5M patients in 2024. By 2026, Imagen will deliver care across 35 states and to more than 5m patients annually. Imagen is also expanding its product offerings on both the technology and clinical sides, developing new AI offerings for risk-bearing entities while expanding into new specialty areas like cardiology.

Imagen is a remote-first organization with a team of over 100 business professionals, supported by more than 80 clinical staff members. The company’s investors include Google Ventures, Casdin Capital, and Threshold Ventures.

As the Senior Manager, Services Support, you will collaborate closely with physicians, medical staff, and technologists, ensuring seamless support for clinical workflows and technical operations. By defining and iterating on key performance metrics—such as first response time, resolution time, and team case volume—you will establish a structured approach to continuous improvement. Your leadership will ensure that customer issues are categorized effectively, prioritized based on impact and urgency, and addressed through a closed-loop improvement process that incorporates feedback from healthcare professionals.

Additionally, you will work cross-functionally with engineering, product, and operations teams to refine support processes, ensuring the team delivers high-quality service that meets the needs of a dynamic medical environment. Your ability to understand and resolve challenges faced by physicians and technologists using Imagen’s solutions will be critical in enhancing the overall user experience.

In this role, you will build and develop a high-performing support team, equipping them with the right tools, training, and motivation to succeed. You will collaborate closely with the Clinical Applications, Integrations, Equipment & Installations and Workflow Operations teams to escalate and resolve recurring issues proactively. Additionally, you will implement scalable, automated support processes while maintaining a high-touch, white-glove experience for key customers. A key aspect of your responsibilities will be optimizing self-service support solutions, such as knowledge bases, FAQs, and AI-powered chat solutions, to enhance efficiency and reduce ticket volume. As a customer advocate with a strong bias for action, you will ensure friction points are swiftly addressed, driving an exceptional support experience across all Imagen customers.

Responsibilities

• Oversee and optimize daily support operations, ensuring efficiency, responsiveness, and high-quality service.
• Lead and develop a high-performing support team with the right tools, training, and motivation.
• Define and track key performance metrics to drive continuous improvement.
• Implement data-driven strategies to enhance customer satisfaction and operational efficiency.
• Prioritize and resolve customer issues based on impact and urgency.
• Collaborate with cross-functional teams to identify and address recurring issues.
• Develop scalable, automated support processes while maintaining a high-touch experience for key customers.
• Enhance self-service support solutions, such as knowledge bases and AI-powered chat.
• Drive continuous improvement by swiftly addressing friction points.
• Take ownership and contribute wherever needed to support customers and the team.
• Hire, develop, and retain top talent, fostering a high-performance culture.
• Build trust through transparency and authenticity in all interactions.
• Advocate for customers, even when challenging internal priorities.

Qualifications

• Bachelor’s degree with 5+ years experience delivering high-quality support services at a technical and/or administrative level (healthcare-oriented technology preferred), achieving high levels of customer satisfaction.
• Proven ability to hire, develop, and retain top talent, fostering a high-performance team culture.
• Strong analytical and data-driven mindset with experience tracking and optimizing key support metrics (e.g., first response time, resolution time, case volume).
• Experience in scaling and automating support operations while maintaining a high-touch customer experience.
• Experience with customer support platforms, ticketing systems, and AI-powered support tools (e.g., Zendesk, ServiceNow, Salesforce, Intercom), including configuration, automation, and integration).
• Experience in building and optimizing self-service support solutions (e.g., knowledge bases, FAQs, AI chatbots).
• Strong collaboration skills, with the ability to work cross-functionally with teams such as Clinical Applications, Integrations, Equipment & Installations, and Workflow Operations.
• Ability to manage multiple priorities, make data-driven decisions, and implement continuous improvement initiatives.
• Excellent communication and interpersonal skills, with the ability to build trust and transparency with customers and internal teams.

Imagen Technologies is a remote-first company and this job is conducted remotely. 

Imagen is committed to the principle of equal employment opportunity for all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Imagen will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The base salary for the position is between $100,000 - $145,000, plus equity, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Imagen Technologies maintains a Substance Abuse and Testing policy. Being under the influence of alcohol or controlled substances while on the job or while conducting business on Imagen’s behalf is prohibited. Imagen reserves the right to test any applicant or employee for alcohol and/or drug use, subject to compliance with any applicable state and/or federal laws.