Manager Customer Production Support

Job Summary:
The Manager Customer Production Support leads a team responsible for supporting complex, technicalproducts at Level 2 and beyond. The Manager, Customer Production Support will help execute and play arole in the strategic evolution of production support at Surescripts - building a modern, resilient supportfunction aligned with SRE (Site Reliability Engineering) principles. The Manager Customer ProductionSupport will lead teams responsible for technical governance in Support, on-call incident management,and will serve as the lead critical incident manager for both Support and the company during high-severitynetwork or system outages.

The Manager Customer Production Support works cross-functionally with Product, Network andTechnology Operations, Security, Compliance, and Implementations to ensure support readiness for newproducts and features, resolve critical issues effectively, and influence the evolution of customer-facing
services. The role helps brings the "Support voice" into product development, assessing supportabilityearly and offering data-backed insights from the support experience to reduce friction and improvecustomer outcomes.

Responsibilities:
* Manage day-to-day operations of the Level 2 Production Support team, including transaction andnetwork support, production implementation, and on-call escalation support.
* Lead a specialized team responsible for technical governance of support systems, ensuring tooling,process, and compliance align with network and industry standards and best practices.
* Oversee the on-call incident management program, including escalation protocols, readinessstandards, and post-incident review practices.
* Serve as the Critical Incident Manager for high-impact, customer-facing events, leading cross functional response efforts during network disruptions or major outages.
* Partner with Engineering and SRE teams to align Support practices with site reliability principles, andcontribute to supporting fault-tolerant, scalable systems.
* Collaborate closely with Product to bring the "Support voice" into new and existing productdevelopment - assessing supportability, preparing support readiness for complex launches, andsharing data-driven insights that help reduce product-related friction for customers.
* Provide technical expertise in network operations, including the setup and maintenance of customerproduction accounts and portals on the Surescripts network.
* Support customer and vendor implementations into the production environment.
* Develop and execute a long-term strategy for AI-driven support models, focused on automation,intelligent deflection, predictive incident detection, and self-healing workflows.
* Collect and analyze support data to drive operational improvements, enhance customer outcomes,and reduce inbound volume.
* Ensure timely resolution of customer escalations and support requests in alignment with definedSLAs.
* Lead and embed a customer-centric culture by aligning people, processes, and performance metricsto deliver empathetic, high-quality experiences that strengthen customer satisfaction and loyalty.
* Hire, mentor, and develop a high-performing team with an emphasis on technical leadership, incidentmanagement and ownership, and continuous improvement.
* Ensure key standard operating procedures are defined, documented, and consistently followed.

Qualifications:
Basic Requirements:
* Bachelor's degree or equivalent experience.
* 8+ years of progressive, related experience in a technical, technical support, or technical manager role.
* 3+ years of people management experience of a technical or technical support team or experience in roles showingprogressive leadership in a technical or technical support role.
* Deep understanding of incident management frameworks (e.g. ITIL, PagerDuty, postmortems,blameless SRE culture).
* Experience working in or with Site Reliability Engineering (SRE) or DevOps teams to managereliability, uptime, and technical incident resolution.
* Solid understanding of network infrastructure, APIs, and production systems - with the ability totriage complex issues and guide teams in resolution.
* Proficiency with support tooling ecosystems (e.g. Salesforce Service Cloud, Jira, ServiceNow) andobservability tools (Splunk, Grafana, Google Cloud).

* Handle escalations as needed during off-hours.

* Experience working collaboratively cross-functionally.

* History of continued process and workflow improvement within a technical environment.

* Adopter of AI technology to increase efficiency etc.

Preferred Qualifications:
* Knowledge of compliance frameworks relevant to healthcare or regulated industries (e.g., HIPAA,SOC 2, HITRUST).

* 3+ years experience working as a manager of a technical support team.

#LI-HYBRID

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1/CPT or F-1/STEM.

You're an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you're also grounded in good data, real market insights and measurable results.

We're a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We're storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.

Why Wait? Apply Now

We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.