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.