Senior Manager of Services Support, Imagen Technologies
$100-145k
+ Equity
Medical imaging software
Be an early applicant
Medical imaging software
101-200 employees
Be an early applicant
$100-145k
+ Equity
101-200 employees
Company mission
Imagen's mission is to save patient lives by making accurate medical image interpretation universally available and affordable.
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
Currently, over two-thirds of the world’s population doesn’t have access to basic radiology services. Artificial intelligence algorithms have tremendous potential to help health care providers diagnose and treat medical conditions where there are medical staff shortages. Imagen's technology aims to reduce radiology error rates and time taken to process x-rays. Long term, the company hopes to significantly reduce radiology costs, enabling better care globally.
Imagen Technologies takes its place in a competitive global artificial intelligence diagnostics market, which is expected to reach a value of $1.3 billion by 2026.
The company's OsteoDetect software is the first FDA-approved software able analyze wrist radiographs. The company raised $51 million in Series C funding in February 2021, to take their total funding to more than $135 million since 2015. They are using this funding to expand their product range and staff count.
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
- Company Equity
- Fitness Subsidies
- Company sponsored family events
- Work from home opportunities
- Health insurance
Company HQ
SoHo, New York, NY
Leadership
Robert Lindsey
(Chief Technology Officer and Co-Founder)PhD from University of Colorado in Computer Science. Deep Learning Consultant and Research scientist at Boulder Analytics and Sensory Inc. respectively.
Aaron Daluiski
(Co-Founder)Hand surgeon specialising in paediatric and adult hand surgery with over 19 years of experience.
Alexander Dresner
(Co-CEO and Co-Founder)Investment Manager for Bridgewater Associates and Value Analyst at the Hospital of Special Surgery.
Robert Hotchkiss
(Co-Founder)Medical Director of Innovation at the Hospital of Special Surgery.
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