Teams at FDB

Own product roadmaps, backlogs, requirements, prioritization, lifecycle management, and launch activities for healthcare technology products. Partner with Engineering, Clinical, UX, QA, Security, Compliance, Marketing, Sales, and customers to deliver valuable, compliant solutions. Conduct market research, analyze product performance, develop business cases, support go-to-market activities, and identify responsible AI opportunities across healthcare workflows and data products.

Leads an eight-person customer support team while handling escalated cases, monitoring queues, balancing workloads, and ensuring service levels. Coaches representatives, conducts quality reviews, tracks productivity and customer satisfaction metrics, and drives adoption of AI-assisted workflows. Maintains support procedures, ensures clinical review of AI-generated drug and clinical responses, and coordinates AI error feedback with knowledge and support operations teams.

Leads a hands-on team managing Salesforce, Gainsight, and connected commercial systems. Owns architecture, data models, integrations, roadmaps, analytics, customer health scoring, automation, AI proofs of concept, governance, documentation, and stakeholder requirements. Configures and troubleshoots platforms, builds dashboards and SQL analyses, investigates data issues, and balances strategic initiatives with operational support.