Senior Program Manager, Customer Support

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

This role will oversee both strategic initiatives and day-to-day operations within Customer Support at Komodo Health, ensuring our tools, data and processes enable a scalable and efficient support organization.

The successful candidate will have a strong background in program and project management, excelling in fast-paced environments where adaptability, strategic thinking and continuous improvement are key. They should demonstrate ownership, a problem-solving mindset and the ability to lead cross-functional initiatives that enhance operational efficiency, data integrity and self-service capabilities. This role is critical in driving scalable solutions, optimizing workflows and enabling the support team to deliver seamless customer experiences.

Looking back on your first 12 months at Komodo Health, you will have…

• Drove operational excellence by implementing best practices, eliminating inefficiencies and ensuring consistent service quality.
• Designed and implemented scalable workflows that improved efficiency, reduced customer friction and enhanced agent effectiveness.
• Optimized global case routing, workforce management and capacity planning to support business growth.
• Developed self-service and deflection strategies, improving customer autonomy and reducing support ticket volume.
• Developed and maintained the internal knowledge base, ensuring support agents had the resources needed to resolve issues efficiently and accurately.
• Collaborated with Engineering, Product, Analytics and Data teams to align support strategies with broader company goals.
• Implemented and maintained key support tools (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) to enhance efficiency and scalability.
• Evaluated and integrated new technologies to improve self-service, automation and customer support workflows.
• Streamlined vendor management and system administration, ensuring tools remained aligned with business needs and support strategies.
• Developed and maintained robust reporting frameworks using Tableau, Salesforce, Jira and Google Sheets to track key support metrics (e.g., resolution time, CSAT, deflection rates).
• Ensured data integrity and accessibility by integrating support data across multiple platforms for better decision-making.

What you bring to Komodo Health:

• Bachelor’s degree or higher (ideally STEM discipline).
• Experience implementing and managing customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).
• Strong ability to evaluate and integrate new tools that enhance support efficiency.
• Proficiency in Tableau, Salesforce, Excel/Google Sheets for data analysis and reporting.
• Experience tracking, measuring and optimizing KPIs for customer support operations.
• Ability to build automated dashboards that provide real-time insights for leadership.
• Strong background in workflow optimization, workforce management and global case routing.
• Proven track record of implementing process improvements that enhance operational efficiency.

Additional skills and experience we’d prioritize (nice to have)…

• Experience working in rapidly growing organizations.
• Experience in healthcare or life sciences industries.
• Jira Admin experience.
• Functional understanding of SQL and use of Tableau.

#LI-Remote

The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.

 

The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy. 

San Francisco Bay Area and New York City: $143,000—$180,000 USDAll Other US Locations: $124,000—$155,000 USD

Where You’ll Work

Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options. 

What We Offer

Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

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