Director, Product Support/ SaaS Operations
About The Position
Director, Product Support/ SaaS Operations (State Street Bank and Trust Company; Burlington, MA): Will manage Team Leads & Managers who in turn manage teams of product specialists system analysts to deliver product and operational support services to State Street-Charles River Development (CRD) customers globally. The team owns the issue management and remediation process, helps to ensure customer goals are met, minimizes the adverse impact of incidents and product problems on the customer, and prevents reoccurrences of issues. The individual in the position will analyze and automate service delivery processes in support of Charles River’s Software as a Service (SaaS) global strategy. The role encompasses solution provisioning, monitoring, and process automation, using a combination of Charles River IMS capabilities, 3rd party software, and scripting. Specific duties of the position include: Mentoring and coaching Team Leads and managers to meet business unit’s tactical and strategic goals; Working with global service delivery teams, analyzing mission critical operational processes to identify process improvement opportunities; Assessing, managing, and resolving problematic developments and situations; Communicating job expectations - planning, monitoring, appraising and reviewing job contributions; Performing quality control and monitoring production KPIs; Defining and tracking relevant, measurable annual and quarterly performance goals for the team, evaluating progress, and adjusting and reporting to leadership; Overseeing the development of scalable strategies and playbooks; Understanding the SaaS and Product Support teams and expertise thoroughly to leverage them as one team to resolve major incidents; Designing, developing, and supporting streamlined, automated operational processes; Providing input to Charles River IMS Product Managers on product improvements to facilitate operational efficiencies; Engaging with cross functional stakeholders to remove roadblocks for the team and requesting resources and support as needed; Building relationships and partnering with various internal departments, especially client management, engineering, and product management; Leveraging a combination Charles River IMS, third party software automation and management tools, and scripting in the development of automated process solutions; Leading and actively participating in strategic initiatives; and Focusing on continuous process improvement, standardized processes, automation, optimization, and efficiency; Partner with Relationship Management to address service management issues and drive client satisfaction; Ensure 100% compliance to operational controls; and Actively manage support team’s case hygiene to meet the goals. Less than 5% domestic travel required. Hybrid remote telecommuting is permitted pursuant to Company policy.
Requirements
- Bachelor's degree or equivalent in Computer Science, Computer Information Systems or related technical field; plus 8 years in any occupation/title providing relevant hands-on experience in Supporting Portfolio Management and Trading Applications.
- Prior information technology management experience
- Demonstrated strong knowledge of enterprise-class automation scheduling software, PowerShell, Perl, or SQL
- Proven strong analytical and IT-based solution design skills
- Proven ability to excel in a fast-paced, high-growth, mission critical technology-based environment
- Demonstrated advanced knowledge of complex financial instruments
- Demonstrated portfolio management and trading technology experience
- Demonstrated live trading desk support experience
Responsibilities
- Mentoring and coaching Team Leads and managers to meet business unit’s tactical and strategic goals
- Working with global service delivery teams, analyzing mission critical operational processes to identify process improvement opportunities
- Assessing, managing, and resolving problematic developments and situations
- Communicating job expectations - planning, monitoring, appraising and reviewing job contributions
- Performing quality control and monitoring production KPIs
- Defining and tracking relevant, measurable annual and quarterly performance goals for the team, evaluating progress, and adjusting and reporting to leadership
- Overseeing the development of scalable strategies and playbooks
- Understanding the SaaS and Product Support teams and expertise thoroughly to leverage them as one team to resolve major incidents
- Designing, developing, and supporting streamlined, automated operational processes
- Providing input to Charles River IMS Product Managers on product improvements to facilitate operational efficiencies
- Engaging with cross functional stakeholders to remove roadblocks for the team and requesting resources and support as needed
- Building relationships and partnering with various internal departments, especially client management, engineering, and product management
- Leveraging a combination Charles River IMS, third party software automation and management tools, and scripting in the development of automated process solutions
- Leading and actively participating in strategic initiatives
- Focusing on continuous process improvement, standardized processes, automation, optimization, and efficiency
- Partner with Relationship Management to address service management issues and drive client satisfaction
- Ensure 100% compliance to operational controls
- Actively manage support team’s case hygiene to meet the goals
Benefits
- retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
- eligibility for certain tax advantaged savings plans
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What This Job Offers
Job Type
Full-time
Career Level
Director
