Director Product Support Operations

About Thalamus Thalamus is the market leader in graduate medical education recruitment technology, empowering over 8,000 residency and fellowship programs at 800+ health systems and all new physicians throughout the US annually. As we expand beyond GME into broader physician recruitment, our unique dataset—spanning the full profiles of residency/fellowship applicants and programs—positions us to revolutionize hiring in healthcare through AI/ML and data-driven insights. This furthers our mission to ensure the right doctor ends up at the right hospital to treat the right patients. About The Role We are expanding our Product team and looking for an exceptional Director of Product Support Operations. This is a rare opportunity to lead a critical domain within a high-growth, product-led, mission-driven, and growth-stage company tackling one of the most expensive and urgent workforce challenges in healthcare. As the Director of Product Support Operations at Thalamus, you will own the support experience end-to-end—managing a team of 8 support specialists and transforming reactive support signals into scalable product solutions. You'll work across Customer Support, Engineering, and Product to identify friction points, reduce ticket volume, and improve the product experience for thousands of users. Your mandate is to reduce operational pain while improving user outcomes—through systems, tooling, and design thinking. At Thalamus, we value ownership, empathy, and a builder’s mindset. If you are passionate about scaling internal impact, enhancing user journeys, and leading high-leverage teams at the intersection of product and customer experience, we invite you to join us on our mission to “Connect the Docs.” What You Will Achieve Own the support experience as a product domain. Serve as the internal expert on support-related user journeys. Translate customer pain points and support trends into product opportunities, and drive clarity around which issues are best solved through product changes versus process or content Drive scalable support strategies through design thinking. Develop solutions that reduce inbound ticket volume and improve user success—such as in-product education, automation, or experience design tweaks. Define success metrics and ship iterative improvements that deliver measurable impact Prioritize and execute on cross-functional fixes. Partner with Customer Support, Product, and Engineering to triage top support drivers, drive resolution timelines, and ensure the roadmap reflects the most urgent customer experience needs Identify and share emerging patterns. Monitor and audit ticket trends and responses and identify recurring friction points. Turn qualitative and quantitative insights into upstream product recommendations Ensure resolution through accountability. Track unresolved issues to completion, esc al?? Care for customer outcomes. Elevate the support team’s empathy, responsiveness, and impact on customer trust and satisfaction Coach and lead. Manage a high-performing support team of 8, reinforcing a culture of ownership, care, and accountability. You should have… 8-12+ years of experience in product management, product operations, or customer experience, ideally within SaaS or B2B environments Experience managing and coaching a support or operations team, 10+ people, with a track record of delivering high team performance and engagement Strong customer empathy, with a bias toward resolving pain points through scalable product solutions Familiarity with support tooling, ticketing systems, and support analytics—plus the ability to turn insights into action Comfort owning the full lifecycle of internal or user-facing features: from problem definition to roadmap to delivery Clear, structured communication skills—especially when translating technical details for non-technical stakeholders A mindset of ownership and accountability—you thrive in ambiguity and step up to solve problems Fluency in tools like Zendesk, Intercom, Linear, Jira, or similar platforms for support and product management Background in QA, technical support, or product operations with strong debugging and issue-tracking habits Experience defining self-service strategies, automations, or UX optimizations to reduce support burden Experience working as a Product Manager focused on customer support, CX tooling, or internal enablement products. Bonus Leveraging AI assistants, including defining use cases, measuring effectiveness Exposure to healthcare, SaaS, or complex multi-user platforms with internal and external customer dependencies. The base salary range for this position is $140,000 to $191,000 per year. This range reflects our good-faith estimate at the time this search was initiated and may vary based on experience, skills, location, and internal equity. In addition to base salary, this role is eligible for equity and a competitive benefits package. Details will be provided during the hiring process. Our Commitment ... Thalamus is a mission-driven organization centered on the belief that our company should model what we want of the US healthcare system, that the diversity of providers aligns with patient populations. We believe this is best achieved by building a team with a diversity of backgrounds, cultures, and experiences, including “distance traveled.” Thalamus is an equal opportunity employer. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age, sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law. We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions. Actual base salary offered will be determined by: experience, skills, and work location. This range is for base salary, our total compensation includes equity and benefits. We welcome you to apply even if your expectations are outside our listed range. Thalamus is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures and throughout employment. If you need assistance or any accommodation, please let us know. Thalamus does not accept unsolicited resumes from recruiters or employment agencies without a fully executed recruitment agreement in place. In the absence of such agreement, Thalamus reserves the right to pursue and hire any candidates without an obligation to pay fees. Agencies are requested not to contact Thalamus hiring managers or employees regarding recruiting services. This position is based in the United States, and you must be legally authorized to work in the United States. #J-18808-Ljbffr Thalamus