Senior Manager of Production Support & Customer Solutions – Driving Enterprise‑Wide Reliability & Innovation

About brighthush

brighthush is a forward‑thinking technology leader that empowers businesses across healthcare, life sciences, retail, and insurance to deliver flawless digital experiences. With a portfolio of cutting‑edge applications and a global footprint, we help our clients transform operations, reduce risk, and unlock new revenue streams. Our culture is built on collaboration, continuous learning, and a relentless focus on customer value. As we expand our footprint, we’re looking for a seasoned production support leader who can elevate our service delivery, mentor high‑performing teams, and drive operational excellence.

Position Overview

As the Senior Manager of Production Support & Customer Solutions, you will be the guardian of our mission‑critical applications. You will lead a talented team of support engineers, shape the support strategy, and ensure that every incident is resolved with speed, transparency, and quality. Your influence will extend across the entire product lifecycle—from pre‑release readiness to post‑deployment monitoring—ensuring that brighthush’s customers experience uninterrupted, high‑performance services.

Key Responsibilities

• Team Leadership & Development – Recruit, coach, and retain a high‑performing production support team. Facilitate regular training, performance reviews, and career development plans.
• Strategic Vision – Define the enterprise‑wide production support roadmap, aligning it with business objectives and technology roadmaps.
• Vendor & Contractor Management – Oversee staff augmentation, offshore coordination, and contractor performance. Negotiate SLAs and ensure compliance with internal standards.
• Process & KPI Design – Establish and refine support processes, metrics, and dashboards that drive responsiveness, quality, and continuous improvement.
• Incident & Problem Management – Own the full incident lifecycle: triage, escalation, root‑cause analysis, and resolution. Drive post‑mortem reviews and implement corrective actions.
• Monitoring & Automation – Standardize application monitoring across platforms. Automate manual monitoring tasks to reduce toil and increase visibility.
• Documentation & Knowledge Management – Create and maintain accurate technical and user documentation, runbooks, and knowledge base articles.
• Stakeholder Collaboration – Partner with product, engineering, QA, and IT operations to ensure seamless release management, change control, and incident communication.
• Customer Advocacy – Serve as the voice of the customer within the organization, ensuring that support requirements are embedded in product development and release cycles.
• Continuous Improvement – Identify trends, propose process enhancements, and champion a culture of learning and innovation.

Essential Qualifications

• BS or BA in Computer Science, Information Systems, or a related field (or equivalent experience).
• Minimum 7 years of progressive experience in IT support, operations, or systems administration.
• 5+ years of experience leading production support or IT operations teams in a mid‑to‑large enterprise environment.
• Deep knowledge of .NET applications, Web Services, and SQL Server database technologies.
• Proficiency with monitoring tools (e.g., Splunk, New Relic, Datadog) and incident management platforms (e.g., ServiceNow, Jira Service Desk).
• Strong analytical and problem‑solving skills with a proven track record of driving root‑cause resolution.
• Excellent written and verbal communication, with the ability to translate technical concepts for non‑technical stakeholders.
• Experience managing vendor relationships and offshore support models.
• Proficiency in Microsoft Office and familiarity with diagramming tools such as Visio.

Preferred Qualifications

• Experience in healthcare, pharmaceutical, life science, or insurance domains.
• Knowledge of Direct‑to‑Practitioner, Warehouse Management, Order Management, and Prescriber Validation systems.
• Background in DevOps practices, CI/CD pipelines, and automation frameworks.
• Certifications such as ITIL, PMP, or Microsoft Certified: Azure Administrator.
• Experience with cloud platforms (Azure, AWS, GCP) and container orchestration (Kubernetes).

Skills & Competencies

• Leadership & Mentoring – Inspire teams, foster a culture of accountability, and drive professional growth.
• Strategic Thinking – Translate business goals into actionable support strategies.
• Technical Acumen – Deep understanding of application architecture, database design, and infrastructure.
• Process Orientation – Design, implement, and continuously refine support processes and KPIs.
• Customer Focus – Champion customer satisfaction and advocate for user needs.
• Collaboration – Work cross‑functionally with engineering, product, QA, and IT operations.
• Change Management – Navigate shifting priorities, ambiguity, and rapid change with poise.
• Communication – Articulate complex technical issues clearly to diverse audiences.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Manager, you will:

• Lead cross‑functional initiatives that shape the future of our support organization.
• Mentor junior managers and engineers, building a pipeline of future leaders.
• Participate in strategic planning sessions with executive leadership.
• Access a robust learning platform that includes certifications, workshops, and industry conferences.
• Benefit from a culture that rewards innovation, experimentation, and continuous improvement.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a passion for excellence. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings and real‑time collaboration tools.
• Open‑door leadership and a flat hierarchy that encourages idea sharing.
• Flexible work hours that respect work‑life balance.
• Regular team‑building events, hackathons, and wellness initiatives.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush:

• Base Salary – $120,000–$130,000 per year, commensurate with experience.
• Performance Bonuses – Eligible for quarterly and annual incentive programs.
• Health & Wellness – Comprehensive medical, dental, and vision plans.
• Retirement – 401(k) with company match.
• Paid Time Off – Generous vacation, sick leave, and paid parental leave.
• Professional Development – Reimbursement for certifications, courses, and conferences.
• Employee Assistance Program – 24/7 counseling and support services.
• Other Perks – Remote work stipend, wellness allowance, and team events.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that values innovation, integrity, and impact. You’ll lead a team that delivers critical services to thousands of customers worldwide, while enjoying a culture that supports growth, learning, and well‑being. If you’re ready to take your career to the next level and make a tangible difference in the lives of our customers, we want to hear from you.

How to Apply

Ready to lead the next generation of production support excellence? Submit your resume and a cover letter outlining your experience and why you’re the perfect fit for brighthush. We look forward to exploring how we can achieve greatness together.