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Senior Client Services Production Manager

Experian is an Equal Opportunity Employer Including Disability/Veterans Job Number: 19916 Austin, Texas

Description

Experian is a global leader in providing analytical and information services to organizations and consumers to help manage the risk and reward of commercial and financial decisions. Combining its unique information tools and deep understanding of individuals, markets and economies, Experian partners with organizations around the world to establish and strengthen customer relationships and provide their business with competitive advantage.

The organization’s vision is for their people, data and technology to become a necessary part of every major consumer economy in the world. One of the largest operating divisions, with $750 MM in sales is the Consumer Services Group. Experian Consumer Services is the industry leader in providing on-line credit education and identity protection tools to consumers. Our mission is to develop products that help keep people financially healthy.

We are looking for an Senior Production Manager to join our team.

Our Senior Production Manager works closely with Client Services, Account Development, and Support at key points during the lifecycle of our new customers. You will also interact with Product, Development, Functional QA during the release cycle of our SaaS platform. You will be responsible for the oversight, and continual evolution, of both our Production and UAT processes, including day to day guidance, and direction of the team itself. You will be a key representative for Client Services throughout Partner Solutions.

In this job you will...
• Oversee a team responsible for ensuring new clients are correctly configured on our SaaS platform.
• Make certain that new clients are ready to launch; verified from product selection, through fulfillment.
• Be aware of future platform releases, and partner with Dev, to leverage FT artifacts in our client centric UAT.
• Maintain a regression suite of clients in production, covering common use cases, and integration types.
• Partner with an Integration Project manager to provide support in advance of a significant client launch.
• Provide a communication pathway back to Development on the health of a release during a release cycle.
• Recommend platform improvements to support the business operation as well as the client experience.
• Drive continuous gradual process improvement in efficiency and quality of the team using available metrics.
• Allocate resources within the team, and ensure the team is following our best practices for Production and UAT.
• Hire, train, supervise, motivate, and grow a team of hardworking individuals with deep platform knowledge.

Knowledge, Experience & Qualifications

It is required that the Sr. Production Manager be extremely detail oriented, and very conscientious in every aspect of their job. In this role the need to communicate is paramount, as the Client Services Production and UAT processes are critical to a client taking their business to market powered by our technology platform. The optimal candidate should be able to effectively manage multiple efforts and have the ability to balance those efforts appropriately based on priority to the business, and overall efficiency of the team. The optimal candidate will have a background in SaaS platform operations, UAT process, strong leadership, a great attitude, and will continue to improve on our positive client/subscriber experience.

• 5-7 years of experience leading production teams at a technology company, ideally in a SaaS environment.
• Bachelor’s degree in an applicable field required. Advanced degree, or technical certification(s), preferred.
• Experience managing and scaling a production team to drive continuous improvement and efficiency.
• Good understanding of the SDLC, Agile, and a track record of implementing and/or improving testing processes.
• Highly organized and self-motivated; able to manage multiple efforts simultaneously, with little direction.
• Strong analytical and problem-solving capabilities; able to break complex hurdles into measurable actions.
• Proven experience with technology platforms, particularly in a configurable multi-tenant SaaS environment.
• Working experience with Content Management Systems, ideally for websites, such as WordPress, or Joomla!.
• Excellent communication skills; equally comfortable speaking to technology resources, or business executives.
• Strong leadership skills with demonstrated ability to lead/mentor teams with employees of varying experience.
• Extremely detail oriented, and able to thrive in a high-growth, fast paced environment, with a great attitude.