Business Support Manager - Communications - Vice President

In this role you will lead day-to-day production support for critical platforms, driving stability and rapid recovery. You will own end-to-end document and letter processing operations and ensure compliant governance with risk and audit partners. You'll partner with engineering and product teams to improve release reliability and reduce incidents, while setting metrics and driving continuous improvement. This is an operational leadership role focused on accountability, measurable outcomes, and cross-functional coordination that strengthens service delivery and resiliency. You will help shape robust processes and enable timely, accurate processing in a high-volume environment.

• comprehensive health care coverage
• on-site health and wellness centers
• retirement savings plan
• backup childcare
• tuition reimbursement
• mental health support

• Lead daily production support across critical platforms to maintain service stability and fast restoration
• Direct incident management including triage, stakeholder communications, escalation, and post-incident follow-up
• Own operational governance and controls execution with evidence, attestations, and timely routines
• Drive end-to-end operations for document and letter processing to improve timeliness and accuracy
• Improve deployment reliability with standardized release readiness, runbooks, and automated checks where possible
• Reduce recurring incidents by driving root-cause remediation and preventive actions with clear owners and dates
• Establish and report operational metrics (availability, incident rates, change success, processing timeliness) to stakeholders
• Prioritize operational work against risk and customer impact, balancing reliability with delivery commitments
• Partner with upstream/downstream teams to enhance end-to-end resiliency and minimize handoff failures
• Coach and develop team members, setting expectations for accountability and continuous improvement

• Minimum 5 years in technology operations, production support, or platform reliability
• Proven leadership in incident management with stakeholder communications and remediation
• Experience owning operational controls execution with risk, audit, and compliance partners
• Experience leading release/build coordination and improving deployment reliability
• Strong ability to define and manage operational metrics, SLIs, and action plans
• Ability to prioritize across competing operational demands using risk-based decisioning
• Strong written and verbal communication skills suitable for executive updates
• Experience partnering with engineering and product teams to improve stability and reduce recurring issues
• Experience developing runbooks, operating procedures, and governance routines for production environments
• Strong people leadership including coaching, performance management, and development

• leadership
• stakeholder communication
• coaching
• incident management
• operational controls and governance
• release/build coordination