Production Support Project Manager

CAI

Job ID Number

Employment Type

Worksite Flexibility

Job Summary

Job Description

We are looking for a Production Support Managerto assist in overseeing the Production Maintenance backlog and releases, as well as the overall transition of technical support activities to the modernized platform. This position will be full-time and hybrid in Newark, DE.

What You'll Do

• Oversee end-to-end change request/change management processes, ensuring all changes are documented, approved, and implemented without impacting business continuity

• Manage production release cycles including planning, scheduling, coordination, and stakeholder communication

• Ensure operational readiness through working with the implementation vendor to provide effective documentation, knowledge transfer, and defining internal support procedures

• Manage, mentor, and support a team of project management and business analysis professionals

• Foster a culture of accountability, continuous learning, and performance excellence

• Maintain strong working relationships with external vendors to optimize support responsiveness and quality

• Serve as the primary liaison between production support, development, QA, infrastructure, and business teams

• Act as the point of contact for production support/release management communications across internal and external teams

• Serve as a liaison between technical and non-technical stakeholders to ensure alignment and transparency

• Document meeting notes, decisions, and open issues for internal and external communication

• Prepare and deliver status reports for leadership and key business partners

• Provide reporting and insights to leadership on incident trends, resource needs, system health, and support metrics

• Participate in disaster recovery planning and testing to ensure system resilience

• Identify and implement process enhancements to improve efficiency, reduce errors, and optimize support workflows

• Conduct team and user training on tools, technologies, and new procedures

• Support team members with career development guidance and performance feedback

What You'll Need

Required:

• Minimum 8 years of experience in production support, release management, technical operations, or related IT disciplines

• 5+ years of experience in project management, business analysis, or IT operations

• Strong organizational skills with the ability to manage multiple priorities and deadlines

• Experience working with or coordinating across both modern platforms (e.g., Salesforce) and legacy systems

• Deep understanding of modernized platforms, DevOps, and SDLC methodologies

• Strong vendor and stakeholder management, organizational, and multitasking capabilities

• Excellent communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders

Preferred:

• Prior experience with cloud environments, and enterprise applications is a plus

• Prior experience with Salesforce implementations preferred

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay range for this position is $110,000 - $130,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.