Manager, Production Support & Service Reliability
$150,000–$190,000 year
Hybrid · Chicago, Illinois, United States or New York City, New York, United States
Job Summary
Manager of Production Support & Service Reliability leading the live-service quality across pods; defines operating model, incident lifecycle, and support expectations; establishes SLAs, release-watch routines, and escalation paths; leads production support engineers and AI operations analysts; drives post-incident reviews, issue triage, and cross-functional collaboration with Product, Engineering, QA, and business stakeholders; oversees finance-sensitive workflows and AI-enabled processes, ensuring clear visibility into impact, next steps, and resolution progress; thrives in a growing, entrepreneurial environment with strong emphasis on trust, transparency, and quality; hybrid role based in US offices with remote flexibility.
Required Qualifications
- 8+ years of production support, application support, service reliability, or engineering operations experience
- experience leading teams or mentoring others
- strong knowledge of incident management, service operations, release support, and escalation discipline
- ability to communicate with technical and business stakeholders under pressure
- Bachelor's degree preferred
Additional Requirements
- Not eligible for immigration sponsorship
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