Director, Product Support

QuartzBio Overview:

QuartzBio (www.quartzbio.com) 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.

Position Summary:

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:

• Meet with clients to understand client usage of the product and identify opportunities for better engagement and support.
• Lead and manage multiple teams or departments.
• Act as a key decision-maker in executive discussions.
• Provide leadership and direction to the organization.
• Continuously improve processes, methodologies, and tools ensuring solutions are scalable, maintainable, repeatable, and secure.
• Mentor and coach team members to help them achieve their career goals.
• Continuously improving skills and staying up to date with emerging trends in the industry
• Communicate effectively with executive management and stakeholders.
• Develop and execute strategies to achieve departmental goals.
• Play a key role in decision-making processes.
• Define project goals, scope, and deliverables, and manage the project timeline, budget, and resources.
• Collaborate with cross-functional teams to define project requirements and timelines.
• Develop and implement strategies and roadmaps.
• Manage relationships with clients, vendors and third-party providers.
• Foster a culture of transparency and open communication within the team.
• Champion client service excellence as a top priority.
• Define and execute the overall strategy in alignment with the company's business objectives.
• Lead and manage multiple teams or departments.
• Act as a key decision-maker in executive discussions.
• Provide leadership and direction to the organization.
• Collaborate with cross-functional teams to define project requirements and timelines.
• Continuously improve processes, methodologies, and tools ensuring solutions are scalable, maintainable, repeatable, and secure.
• Mentor and coach managers and team members to help them achieve their career goals.
• Develops project specifications from business requirements in consultation with end users.
• Communicate effectively with executive management and stakeholders.
• Manage the project portfolio and ensure project goals are achieved on time and within budget.
• Develop and implement strategies and roadmaps.
• Manage relationships with vendors and third-party providers.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree 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.
• 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.
• Demonstrated proficiency in business proposals methods and techniques for preparing and presenting business cases, both orally and in writing.
• Skill in presenting well-organized and convincing information is clear and efficient and can be understood by all audiences.
• Excellent focus on customers, peers and key vendor relationships to ensure expectations are met.
• 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.

Leadership expectations:

• Follow Company's Principle and code of ethics on a day-to-day basis.
• Lead the team in understanding and embodying the company's core values.
• Provide clear and compelling vision for the organization and communicate it effectively to their teams and stakeholders.
• Think strategically and develop plans and initiatives to achieve the organization's goals, while aligning them with the company's overall strategy.
• Ability to attract, develop, and retain top talent across multiple teams or functions, creating a culture of learning and growth, identifying skills gaps and providing development opportunities.
• Ability to understand and appreciate the needs and perspectives of their team members, creating a positive and inclusive work environment.
• Build strong relationships with their team members, stakeholders, and other leaders in the organization, fostering collaboration and teamwork.
• Ability to inspire and motivate their team members, encouraging them to perform at their best and achieve their full potential.
• Effectively manage the performance of their team members, providing feedback, setting expectations, and holding individuals accountable for their results.
• Effectively manage conflicts that arise within their team or with other teams, working to find solutions that meet everyone's needs.
• Delegate tasks and responsibilities to their team members, empowering them to take on more challenging work and develop their skills.
• Recognize and reward the contributions of their team members, creating a positive and supportive culture that values and celebrates success.
• Navigate cultural differences and work effectively with team members from diverse backgrounds, promoting inclusion and diversity within their team.
• Collaborate effectively with other leaders in the organization, working together to achieve shared goals and drive business success.

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