Remote Production Support Manager

Job Description

The Production Support Manager will lead a team responsible for supporting and enhancing a live, client‑facing production environment. This individual will manage resources supporting both new system implementations and ongoing enhancements, while ensuring day‑to‑day operations run smoothly and consistently. They will serve as the primary escalation point for clients and internal teams, stepping in to de‑escalate situations, communicate clearly, and drive resolution when issues arise.

The manager will train, mentor, and support their team, ensuring they understand and correctly apply a wide range of detailed operational rules and decision paths, including how specific scenarios impact what actions or data can be released. They will collaborate closely with business stakeholders, clients, and technology partners to identify areas for improvement, recommend process or system enhancements, and align support activities with evolving business needs.

While the technical work itself is straightforward, success in this role depends on strong leadership, attention to detail, sound judgment, and the ability to confidently manage both people and customer expectations in a fast‑paced production environment.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

• 7–10 years of professional experience in production support, operations, technology delivery, or a related leadership role.
• Proven people management experience.
• Strong execution and delivery skills, with hands‑on experience planning, delivering, and supporting operational or system‑based work.
• Demonstrated ability to lead teams through end‑to‑end initiatives, enhancements, or ongoing support models.
• Experience working with highly sensitive data.
• Highly detail‑oriented, with the ability to learn, retain, and consistently apply complex rules, policies, and process variations.
• Strong customer‑facing skills, including experience handling escalations, managing expectations, and calming dissatisfied clients.
• Comfortable working with basic technical systems, including running predefined jobs or commands, without requiring deep coding expertise.
• Bachelor’s degree preferred, or equivalent professional experience;
  Certified Analytics Professional (CAP) preferred.