The Role: The Production Operations Manager is responsible for ensuring the stability, reliability, and operational readiness of cloud-native production systems. This role leads incident response, on-call operations, disaster recovery exercises, audit response and release coordination while driving operational improvements through automation, tooling, and clear operating standards.
The role operates as a hands-on people leader with accountability for execution, continuous improvement, and cross-functional coordination across Engineering, Platform, and Product teams.
What you'll do: - Lead production incident response for cloud-native platforms, including serving as incident commander for high-severity events
- Own and continuously improve incident, escalation, and post-incident review processes
- Manage on-call operations, including rotations, escalation paths, and operational health
- Coordinate production releases and changes, ensuring readiness, validation, and rollback planning
- Partner with Engineering and Platform teams to improve service reliability and operational resilience
- Drive automation and AI-assisted operations to reduce manual effort and operational toil
- Track and improve key operational metrics (e.g., availability, MTTR, incident recurrence)
- Lead and develop individual contributors responsible for L3 production support
- Establish and maintain runbooks, operational standards, and response documentation
- Act as a primary operations partner to Product, Cloud, and Security teams
- Own disaster recovery (DR) readiness, including planning, coordinating, and running regular DR exercises
- Ensure DR findings are documented, remediated, and incorporated into operational improvements
- Coordinate audit readiness and response for operational controls, including supporting SOX, SOC, HIPAA, or customer audits as applicable
- Partner with Security, Compliance, and Engineering teams to address audit findings and operational risk
What you'll bring:Degree & Years of Experience
- Bachelor's degree in a related field or equivalent practical experience
- Requires 7+ years of experience in production operations, technology operations, or reliability roles
Required Experience
- Experience supporting cloud-native, SaaS production environments (no on-premise systems)
- Proven leadership during major production incidents and outage events
- Experience managing on-call operations for customer-facing systems
- People management experience leading individual contributors
- Strong familiarity with incident management, monitoring, and observability tools
- Experience coordinating or supporting production releases and change management
- Experience planning and executing disaster recovery exercises in cloud environments
- Experience supporting operational audits, control reviews, or compliance activities
Preferred Experience
- Experience working closely with Engineering , Platform, Security and Compliance teams
- Exposure to automation, AIOps, or intelligent alerting practices
- Background in scaling operational processes in a high-growth SaaS environment
Benefits & Perks:Remote work environment with a flexible work schedule to encourage work-life balance
Annual company offsite
Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
401(k) company match
One-time workspace reimbursement to help you optimize your remote workspace
