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.

·        Bachelor's 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.