ABOUT US

NextCapital is the leader in enterprise digital advice. NextCapital partners with world-class institutions to deliver personalized planning and managed accounts to individual investors, whether they’re saving for retirement in a 401(k) or IRA or investing in a taxable brokerage account. Our open-architecture digital advice solution provides better outcomes for our partners and individual investors by offering integrated account aggregation, analytics, planning and portfolio management, and customizable advice methodology and fiduciary roles.

Learn more about NextCapital at www.themuse.com/companies/nextcapital

JOIN OUR TEAM

We're looking for an organized and highly motivated Production Support Manager to join our team. Our Production Support team works with multiple Product teams to support our partners that are live in production. A critical component of this role is ensuring issues are triaged, assigned, and resolved in a timely manner. You will be responsible for elevating a discipline of excellent partner support, creating and improving processes, and collaborating with our Reliability team to limit the number of production issues.

The ideal candidate is a strong leader and comfortable navigating through uncertainty as we continue to rapidly scale.

WHAT YOU’LL DO

• Guide our Production Support team and collaborate with our Product teams to triage issues and help maintain our contractual SLAs
• Become a subject matter expert on our production application and the variances across our different partners and solutions
• Evaluate and improve existing processes to increase robustness and efficiency
• Seek opportunities to increase organization of production support content across multiple partners to improve visibility and transparency
• Develop and iterate metrics to provide insight into customer satisfaction, product quality, and team’s workload
• Serve as an escalation point for our partners, including communication of outages and critical issues
• Work with vendors to resolve issues and evaluate future changes

Requirements

WHO WE’RE LOOKING FOR

• You have a Bachelor’s degree
• You have at least 2-5 years of experience leading or managing a software development effort OR at least 2-5 years managing a support practice or organization for a large scale software system
• You having software architecture, AWS, or DevOps exposure or experience is a plus
• You have exceptional written and verbal communication skills
• You are well organized
• You are comfortable defining new processes
• You are able to keep calm in stressful situations, and inspire others to do so
• You are excited to wear many hats as the team evolves and we continue to scale it

WHERE THIS ROLE MAY TAKE YOU

• This position offers a unique opportunity to develop a wide variety of leadership skills including planning & execution, team leadership, and partner communication
• You will build your organizational and management skills as you evolve a practice to support a rapidly growing software organization
• You will gain valuable experience and first hand knowledge about what it takes to support and operate a complex system in a production environment
• You will acquire deep knowledge about our solutions by closely working with the internal product group, external partners, and end users
• The diversity of skills required and experience gained make this position an excellent gateway to other leadership positions within the Product, Engineering, Operations and External Affairs organizations

Benefits

WHY YOU’LL LOVE IT

• Disrupt the financial advice industry by bringing affordable, easy to use financial tools to millions of people
• Enjoy a laid back work environment & learn from FinTech’s best & brightest
• Receive great benefits like stock options, 401(k) match, and employer contributions to health, dental and vision coverage
• Join a fast growing company where you can have a real impact on the company's future
• Participate in company-sponsored sports leagues, wine tastings, fantasy football leagues, hackathons and other fun events
• Enjoy a newly built out office on Michigan Avenue with a view of Millennium Park and Lake Michigan
• Sip locally roasted coffee, kombucha, or craft beer at your modular sitting/standing desk