Production Support & Service Manager

Shyft6 • New York, NY

3d • Remote

About The Position

This is a remote position.
Finance Domain Support Lead

Reporting to Manager, Production Support & Service Reliability, bridges Production Support with the practices and helps distinguish bug vs data issue vs business-process issue vs user or training issue in finance-sensitive workflows. This role ensures live support decisions reflect real finance context, operational materiality, and credibility with the office of the CFO.
Key Responsibilities
Finance-Aware Production Support
· Provide finance-domain support for production incidents involving accounting, close, reporting, FP&A, transaction support, analytics, or CFO-oriented workflows.
· Help classify business-impact incidents accurately and determine when a live issue is materially important to users or stakeholders.
· Translate finance process context into practical support guidance for engineering and support teams.
Issue Interpretation & Escalation
· Help distinguish software defects from data issues, workflow design gaps, process misunderstandings, and user enablement issues.
· Support escalation decisions when issues affect finance outputs, trust, or operational credibility.
· Partner with Product, Engineering, QA, and business stakeholders on higher-risk incidents.
Practice Partnership
· Act as the primary bridge from Production Support into the practices for finance-sensitive issue handling.
· Coordinate with borrowed SMEs when deeper business input is required for a material incident or workflow question.
· Help ensure production support reflects real business usage rather than only technical interpretation.
Operational Improvement
· Identify recurring issue patterns where technically working workflows still create business confusion, rework, or trust concerns.
· Feed finance-domain support learnings back into QA, Product, and Engineering.
· Help improve support playbooks, issue severity guidance, and business-facing communication quality.

Requirements

• 7+ years of experience in finance transformation, controllership, FP&A, financial operations, transaction services, or a similar finance-centric role.
• Strong understanding of finance processes, stakeholder expectations, and business materiality.
• Experience working with technology teams, product teams, or transformation programs.
• Ability to translate finance-domain issues into structured support guidance and escalation recommendations.
• Strong judgment and credibility with both finance and technology stakeholders.

Nice To Haves

• Bachelor's degree preferred; CPA or similar background is a plus.

Responsibilities

• Provide finance-domain support for production incidents involving accounting, close, reporting, FP&A, transaction support, analytics, or CFO-oriented workflows.
• Help classify business-impact incidents accurately and determine when a live issue is materially important to users or stakeholders.
• Translate finance process context into practical support guidance for engineering and support teams.
• Help distinguish software defects from data issues, workflow design gaps, process misunderstandings, and user enablement issues.
• Support escalation decisions when issues affect finance outputs, trust, or operational credibility.
• Partner with Product, Engineering, QA, and business stakeholders on higher-risk incidents.
• Act as the primary bridge from Production Support into the practices for finance-sensitive issue handling.
• Coordinate with borrowed SMEs when deeper business input is required for a material incident or workflow question.
• Help ensure production support reflects real business usage rather than only technical interpretation.
• Identify recurring issue patterns where technically working workflows still create business confusion, rework, or trust concerns.
• Feed finance-domain support learnings back into QA, Product, and Engineering.
• Help improve support playbooks, issue severity guidance, and business-facing communication quality.

Benefits

• Salary plus performance-based bonus.
• Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education, certifications, cost of labor, and internal equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees