What is the salary for the Support Operations Manager position at Heartflow?

The salary range for this Support Operations Manager position is $110,000 to $165,000 per year. Actual compensation may vary based on experience, skills, and location.

Where is this Support Operations Manager position located?

This is an on-site position at Heartflow located in United States, North America.

How do I apply for this Support Operations Manager job at Heartflow?

Click the 'Apply' button on this page to be redirected to Heartflow's application portal. Make sure to have your resume ready and tailor your application to highlight relevant experience.

Heartflow is actively hiring for Operations roles. Visit the company page to see all open positions and learn more about working at Heartflow.

Support Operations Manager

$110k - $165k

Heartflow United States 1 day ago

operations

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 500,000 patients worldwide.

The Support Operations Manager is a strategic and highly organized role responsible for ensuring service resilience and eliminating recurring customer issues. You will be the central point for operational support excellence, owning the Problem Management lifecycle and driving the optimization of core customer support processes.

Key Responsibilities

Process Analysis, Design & Improvement (Customer Support Focus)

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.

Governance, Tooling & Change Management

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.

Problem Management & Continuous Improvement

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.

Incident Coordination & Service Readiness

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.

Leadership and Expertise

Serve as the Subject Matter Expert (SME) for all customer support methodologies and tools.
Provide expert guidance and mentorship to customer support staff.

Qualifications

Experience: 7+ years in technical support, operations, incident management, or problem management, ideally in a regulated, fast-paced environment.

ITSM Expertise: Deep familiarity with ITIL principles (Incident, Problem, Change Management). ITIL Certification is highly preferred.

Compliance: Proven ability to design, implement, and audit service processes that ensure sustained compliance (e.g., FDA, MDR, HIPAA).

Skills: 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.

Travel

5 - 10% travel required for occasional business meetings

This position has an estimated base salary of $110,000-$165,000, and bonus.

Heartflow is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.

Positions posted for Heartflow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals.

Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process. Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at www.heartflow.com/about/careers/.