DC
Duke CareersRegistered Nurse Manager
Manage nursing operations at Duke University Hospital in Durham, NC. Oversee clinical patient care delivery and staff performance.
About the role
- Lead a dedicated product support team to ensure customers maximize product value and receive exceptional support
- Hire, onboard, mentor, and develop support specialists and optimize team capacity
- Ensure the team hits monthly support targets and performance metrics (first contact resolution, CSAT 90%+)
- Own and optimize human support systems including queue segmentation and prioritization
- Analyze customer feedback to identify trends and provide insights to product and engineering
- Collaborate cross-functionally with product and engineering; coordinate incidents and lead escalations and high-priority responses
- Support diverse customer base (enterprises to SMBs) and drive continuous improvement
Requirements
- Proven leader with experience managing teams in fast-paced, early-stage companies
- Technical background with ability to understand product issues and write code solutions when necessary
- Deeply customer-focused with proven track record of working successfully with customers
- Excellent communicator able to articulate ideas, product benefits, and feedback internally and externally
- Experience mentoring, hiring, onboarding, and optimizing team capacity through workforce management
- Experience driving performance metrics including first contact resolution and CSAT (90%+)
- Familiarity with support ops tooling (Intercom, Linear, Rootly) — bonus
- Data analysis and reporting ability (SQL, Python, R) — bonus
- Legal authorization to work in the United States (application asks)
- Willingness to be based in NYC or SF or to be fully remote (application asks)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
DC
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