Senior Manager of Services Support, Imagen Technologies
$100-145k
+ Equity
Medical imaging software
Open for applications
Medical imaging software
101-200 employees
Open for applications
$100-145k
+ Equity
101-200 employees
Company mission
To power the future of primary care with AI diagnostics, world-class specialists, and comprehensive cloud data infrastructure.
Role
Who you are
- 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
What the job involves
- 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
- Oversee and optimize daily support operations, ensuring efficiency, responsiveness, and high-quality service
- Lead and develop a high-performing support team with the right tools, training, and motivation
- Define and track key performance metrics to drive continuous improvement
- Implement data-driven strategies to enhance customer satisfaction and operational efficiency
- Prioritize and resolve customer issues based on impact and urgency
- Collaborate with cross-functional teams to identify and address recurring issues
- Develop scalable, automated support processes while maintaining a high-touch experience for key customers
- Enhance self-service support solutions, such as knowledge bases and AI-powered chat
- Drive continuous improvement by swiftly addressing friction points
- Take ownership and contribute wherever needed to support customers and the team
- Hire, develop, and retain top talent, fostering a high-performance culture
- Build trust through transparency and authenticity in all interactions
- Advocate for customers, even when challenging internal priorities
Our take
Today, more than two-thirds of the global population lacks acccess to basic radiology services. In regions where medical staff are scarce, artifical intelligence offers a powerful tool to bridge that gap. Imagen is harnessing this potential with its technology designed to cut radiology error rates and speed up x-ray analysis. And long term, the company hopes to dsignificantly reduce radiology costs, for better are globally.
Imagen Technologies takes its place in a competitive global artificial intelligence diagnostics market, which is expected to reach a value of $1.7B by 2033.
The company's OsteoDetect software made history as the first FDA-approved tool to analyze wrist x-rays using AI. In February 2021, it raised $51M in Series C funding - bringing total investment to $35M since 2015. With this backing, the company is expanding both its product lineup and its team.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2021
$51m
SERIES C
Sep 2018
$40m
SERIES B
Total funding: $110.3m
Company benefits
- Medical: 100% employee-only and 70% dependent coverage
- PPO: $0 deductible
- Dental/Vision: 75% employee-only and 50% dependent coverage
- Insurance: Employer-paid Life and Long-Term Disability insurance
- Commuter Pre-tax Benefits
- Flex Spending Account
- 401K Plan
- Partners: Access to our clinical partners, some of the best in the country
Company HQ
Central Harlem, New York, NY
Leadership
Robert Lindsey
(Co-Founder & CTO)PhD from University of Colorado in Computer Science. Deep Learning Consultant and Research scientist at Boulder Analytics and Sensory Inc. respectively.
Alexander Dresner
(Co-Founder & CEO)Investment Manager for Bridgewater Associates and Value Analyst at the Hospital of Special Surgery.
Share this job
View 1 more job at Imagen Technologies