Heartflow · 2 weeks ago
Support Operations Manager
United States
Full-time
Hybrid
Mid, Senior Level
$110K/yr - $165K/yr
7+ years expHeartflow is a medical technology company advancing the diagnosis and management of coronary artery disease using cutting-edge technology. The Support Operations Manager is responsible for ensuring service resilience, owning the Problem Management lifecycle, and driving the optimization of core customer support processes.
Artificial Intelligence (AI)BiotechnologyHealth CareHealth DiagnosticsMedical
Responsibilities
Map, analyze, and optimize end-to-end customer support workflows (e.g., Triage, Escalation, Knowledge Management) to identify pain points and inconsistencies
Design and document future-state service delivery processes and governance models, applying industry best practices (e.g., Lean) to improve key support KPIs
Create clear, concise, and comprehensive process maps, policies, procedures, and training materials specifically tailored for support teams
Define requirements for and assist in configuring ITSM and CRM tools (e.g., Datadog, Salesforce Cases, etc.) to effectively manage Incidents, Escalations, and Problems. Maintain and update tools and dashboards used for real-time service health tracking and incident reporting
Facilitate collaboration and drive alignment across internal teams to ensure new processes are understood and adopted
Own the entire Problem Record (PR) lifecycle from initiation through permanent correction
Facilitate Root Cause Analysis (RCA) workshops and coordinate cross-functional efforts with Engineering and Product to prioritize and implement permanent fixes
Drive the adoption of lessons learned from Post-Incident Reviews (PIRs) to continuously improve overall support processes
Partner with the Service Readiness Manager to develop incident escalation paths, and communication plans for new product releases
Lead the Customer Success Business Continuity/Disaster Recovery (BC/DR) strategy and response during significant business disruptions
Facilitate launch-day service monitoring, triaging initial incidents, and coordinating the reactive response
Serve as the Subject Matter Expert (SME) for all customer support methodologies and tools
Provide expert guidance and mentorship to customer support staff
Qualification
Required
7+ years in technical support, operations, incident management, or problem management, ideally in a regulated, fast-paced environment
Deep familiarity with ITIL principles (Incident, Problem, Change Management). ITIL Certification is highly preferred
Proven ability to design, implement, and audit service processes that ensure sustained compliance (e.g., FDA, MDR, HIPAA)
Proficiency with incident management/ticketing systems (e.g., Salesforce Cases, etc.) and excellent communication skills for engaging both technical and non-technical stakeholders
Ability to understand and/or develop system diagrams and technical documentation to effectively triage issues and route them to the appropriate engineering or support group
5 - 10% travel required for occasional business meetings
Preferred
ITIL Certification is highly preferred
Company
Heartflow
Heartflow is a medical technology company that provides various methods of diagnosis and treatment of cardiovascular disease.
501-1000 employees
H1B Sponsorship
Heartflow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (3)
2023 (6)
2022 (9)
2021 (12)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
$890.72MKey Investors
Bain Capital Life SciencesPanorama Point PartnersCapricorn Investment Group
2025-08-08IPO
2025-03-26Convertible Note· $98M
2023-04-06Series F· $215M
Leadership Team
John Farquhar
President and CEO
Campbell Rogers
Chief Medical Officer
Recent News
GlobeNewswire
2026-01-16
Company data provided by crunchbase