Description
As a Senior Manager of Production Support within the PULSE network, you will lead a global, 24x7x365 team of managers, principal associates, and offshore contractors delivering operational excellence, proactive client servicing, and business activity monitoring.
Serving as a direct technical business liaison into Tech organizations, you will drive direct B2B processor communication, incident response, business impact analysis, and regulatory incident notifications.
In this high-touch command center environment, you will oversee real-time operational stoplights (Authorizations, Settlement & Disputes, App Availability) and key transaction health metrics,including TPS, approval/decline rates, stand-in volume, and DKE failures,while strictly managing SLA adherence, MTTD/MTTR targets, and root cause analysis (RCA).
Your team will maintain a comprehensive inventory of real-time operational and customer interaction triggers, govern the master customer change management calendar in coordination with network change deployments, develop comprehensive operational playbooks, and ensure audit/governance compliance across all production support processes.
General Responsibilities:
- Creating and validating processes
- Designing and producing metrics used to measure efficiency and effectiveness
- Driving process improvements aligned with desired customer outcomes
- Analyzing, identifying, and correcting data issues with systems used or owned by a department
- Providing subject matter expertise on processes when representing the department in projects and other meetings
- Managing and leading a high performing team of associates
Basic Qualifications:
- Bachelor’s Degree or Military Experience
- At least 2 years of experience in Process management
- At least 2 years of experience in Project management
- At least 2 years of experience in People management
- At least 2 years of experience in Relationship management
Preferred Qualifications:
- Master’s Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
- Process Management (i.e. LEAN, Six Sigma), Compliance (i.e. CRCM, CIPP, etc.), Business Process Management experience
- At least 5 years of experience in Process management
- At least 5 years of experience in Project management
- At least 5 years of experience in People management
- At least 5 years of experience in Complex problem solving
- At least 5 years of experience in Relationship management
The minimum and maximum full-time annual salaries for this role are:
- Plano, TX: $149,000 - $170,000
- McLean, VA: $163,900 - $187,100
- Richmond, VA: $149,000 - $170,000
- Houston, TX: $149,000 - $170,000
This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI).