Manager - Senior Manager, Services Support

April 2

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $100k - $140k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Imagen Technologies

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Imagen provides onsite, technology-enabled diagnostic solutions that allow primary care practices to maximize clinical outcomes, patient satisfaction, and financial results

radiology • healthcare • machine learning • AI • deep learning

51 - 200 employees

📋 Description

• Imagen Technologies is a high growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers and other slow and expensive options). • With over $160m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S. - from 7 states and 50,000 patients in 2022, to 16 states and 500,000 patients in 2023. By 2026, we will be delivering care across 35 states and to more than 5m patients per year. • As the Manager / Senior Manager, Services Support, you will collaborate closely with physicians, medical staff, and technologists, ensuring seamless support for clinical workflows and technical operations. • 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• equity • health insurance • retirement plan • paid time off • professional development