Senior Director, Production Support

About the role

For our client, we are seeking a Senior Director, Production Support to join the team of a leader in the Finance & Insurance space. This leader will own the evolution of a global production support function that serves a large and diverse portfolio of payment programs. The role will shape the operating model, clarify support boundaries across teams, and improve how the organization responds to incidents, trends, and recurring issues. The Senior Director will partner closely with product, engineering, and executive stakeholders to strengthen service reliability, visibility, and continuous improvement. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Lead the evolution of the production support model for 250+ programs.
• Design and implement a tiered support operating model with potential 24/7 coverage.
• Establish ownership boundaries to streamline processes between production support and other functions.
• Collaborate with product and engineering teams to address recurring support issues.
• Create visibility into production health and ticket trends for executive decision-making.
• Mentor and develop support leaders, fostering a culture of improvement and ownership.
• Modernize support tools, including ticketing and observability, to enhance efficiency through automation.

Qualifications

• 12+ years of relevant experience in production support or platform operations, with a focus on payments, fintech, or SaaS.
• 8+ years in a leadership role for global production support functions.
• Experience engaging with and influencing C-level and executive stakeholders.
• Established track record in designing segmented support models for a diverse customer base.
• Strong understanding of incident management and ticketing platforms such as Salesforce or Jira.
• Data-driven mindset using metrics to prioritize investments and decisions.
• Calm under pressure with excellent executive communication skills.

Benefits

• Multiple health insurance options available.
• Flexible time off policy allowing employees to take what they need.
• Retirement savings plan with company contribution and options for after-tax contributions.
• Equity options in a publicly traded company, including an Employee Stock Purchase Program.
• Comprehensive support for family-forming, fertility, and generous parental leave.
• Access to free therapy sessions, coaching, and legal advice.
• Monthly stipend to support remote work expenses.
• Annual budget for employee development and growth opportunities.

Pay

Compensation: $151,200 – $189,000 annually