Production Support & Service Manager

This is a remote position.

Reporting to Manager Production Support & Service Reliability bridges Production Support with the practices and helps distinguish bug vs data issue vs business-process issue vs user or training issue in finance-sensitive workflows. This role ensures live support decisions reflect real finance context operational materiality and credibility with the office of the CFO.

Key Responsibilities

Finance-Aware Production Support

Provide finance-domain support for production incidents involving accounting close reporting FP&A transaction support analytics or CFO-oriented workflows.

Help classify business-impact incidents accurately and determine when a live issue is materially important to users or stakeholders.

Translate finance process context into practical support guidance for engineering and support teams.

Issue Interpretation & Escalation

Help distinguish software defects from data issues workflow design gaps process misunderstandings and user enablement issues.

Support escalation decisions when issues affect finance outputs trust or operational credibility.

Partner with Product Engineering QA and business stakeholders on higher-risk incidents.

Practice Partnership

Act as the primary bridge from Production Support into the practices for finance-sensitive issue handling.

Coordinate with borrowed SMEs when deeper business input is required for a material incident or workflow question.

Help ensure production support reflects real business usage rather than only technical interpretation.

Operational Improvement

Identify recurring issue patterns where technically working workflows still create business confusion rework or trust concerns.

Feed finance-domain support learnings back into QA Product and Engineering.

Help improve support playbooks issue severity guidance and business-facing communication quality.

Requirements

Required Qualifications

7 years of experience in finance transformation controllership FP&A financial operations transaction services or a similar finance-centric role.

Strong understanding of finance processes stakeholder expectations and business materiality.

Experience working with technology teams product teams or transformation programs.

Ability to translate finance-domain issues into structured support guidance and escalation recommendations.

Strong judgment and credibility with both finance and technology stakeholders.

Bachelors degree preferred; CPA or similar background is a plus.

You Are

Business-minded credible and practical.

Strong at distinguishing technical correctness from real-world operational usefulness.

Comfortable making judgment calls in ambiguous finance-sensitive situations.

A trusted bridge between the practices and the support organization.

Benefits

Salary plus performance-based bonus.

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate including but not limited to skill set years and depth of experience education certifications cost of labor and internal equity.