Job Description

About this role:

The Product Service Manager (PSM) serves as a strategic operational partner responsible for ensuring stability, resiliency, recoverability, and operational readiness of critical business processes, applications, and technology services. This role partners closely with application development teams, technology partners, business stakeholders, Business Resiliency Managers (BRMs), risk and control organizations, and senior leadership to drive operational excellence, business continuity, service stability, observability, and incident response activities.

The role is responsible for managing production support readiness, operational risk, business continuity requirements, resiliency testing, disaster recovery activities, service governance, and incident management. Success in this position requires strong analytical skills, relationship management, operational leadership, attention to detail, and the ability to drive execution across a complex enterprise technology environment.

In This Role

• Lead or participate in providing technology initiatives for moderately complex business problems within technology business systems while serving as the primary operational partner for assigned applications and technology services, ensuring operational readiness, availability, resiliency, and service stability.
• Contribute to the development of systems, procedures, and operational practices that are cost effective, meet business requirements, and support monitoring, observability, alerting, recoverability, production readiness, and overall service performance.
• Evaluate moderately complex business, operational, or technical challenges that require in-depth analysis and planning to resolve complex business problems, including assessing service health, incident impacts, operational risks, resiliency gaps, and recovery capabilities.
• Partner with business and technology teams to evaluate moderately complex business problems and lead efforts to deliver comprehensive technology solutions, coordinate incident response and service restoration activities, support production deployments and release readiness, and improve operational and recovery capabilities across supported services.
• Act as an internal consultant within technology and business groups by leveraging quality tools, process improvement methodologies, Root Cause Analysis (RCA), 5 Whys, problem management practices, and resiliency planning to re-engineer technical processes and drive corrective and preventative actions.
• Collaborate and consult with business and technology teams to evaluate and resolve issues, provide technology solutions, manage project schedules and deliverables, develop operational reporting and executive communications, and ensure compliance with Enterprise Business Continuity Resiliency Planning (EBCRP) requirements, policies, standards, and regulatory expectations.
• Coordinate communication and information flow between business and technology teams while leading and supporting resiliency planning, testing, business impact analyses, technology recovery planning, stakeholder communications, and recovery activities to strengthen service resiliency and customer experience.

Required Qualifications

• 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of experience supporting incident management, production support, service delivery, or operational resiliency activities within a technology environment.
• 2+ years of experience coordinating cross-functional initiatives and partnering with business and technology stakeholders to deliver operational objectives.
• 1+ year of experience documenting and maintaining operational procedures, recovery plans, business continuity plans (BCPs), or related governance documentation.

Desired Qualifications

• Experience supporting major incident management, crisis management, service restoration, recovery efforts, and post-incident review activities.
• Experience conducting Business Impact Analyses (BIAs), Risk Assessments, Business Continuity Planning (BCP), Technology Recovery Planning (TRP), resiliency testing, and recovery exercises.
• Strong knowledge of business continuity, disaster recovery, operational resilience, operational risk management, and regulatory compliance frameworks.
• Experience facilitating Root Cause Analysis (RCA), 5 Whys, problem management, corrective and preventative action planning, and continuous service improvement initiatives.
• Experience serving as the operational lead or partner for applications and technology services, ensuring operational readiness, service stability, availability, recoverability, resiliency, and customer experience.
• Experience developing and enhancing operational practices, monitoring and observability solutions, alerting strategies, support processes, and non-functional requirements (NFRs) related to availability, resiliency, recoverability, monitoring, and supportability.
• Experience evaluating operational, business, and technical risks, identifying threats to service stability, and driving mitigation strategies through analysis of service health indicators, performance metrics, customer impact, and resiliency assessments.
• Experience partnering with engineering, application, business, and technology teams to improve service performance, operational readiness, monitoring, observability, resiliency, and recovery capabilities.
• Experience developing executive reporting, dashboards, scorecards, metrics, and operational communications using tools such as Tableau, Power BI, or similar platforms.
• Experience utilizing ServiceNow and enterprise observability/monitoring platforms such as Splunk, Dynatrace, AppDynamics, Grafana, BigPanda, or similar tools.
• Experience supporting production readiness reviews, release readiness assessments, production deployments, and operational governance activities.
• Experience ensuring compliance with enterprise business continuity, resiliency, and regulatory requirements while identifying and addressing resiliency gaps and control weaknesses.
• Experience working in large, complex enterprise environments with the ability to influence stakeholders, manage competing priorities, lead cross-functional initiatives, and drive operational improvements.

Job Expectations

• This position is not eligible for Visa sponsorship
• This position requires a hybrid in office work schedule
• Ability to work on-call shifts (including nights & weekends)

Job Location:

550 South 4th St. - Minneapolis, Minnesota 55415

401 Las Colinas Blvd W Building A - Irving, Texas 75039

300 S. Brevard - Charlotte, North Carolina 28202

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Posting End Date:

*Job posting may come down early due to volume of applicants.