As the Manager of Production Support for the Digital Agent portfolio, you will own the operational monitoring, incident response, and reliability management framework that protects our revenue generating platform.

Digital Agent enables clients to quote, compare, and bind insurance policies online, with optional agent support. When this platform degrades, it directly impacts conversion, agent workload, carrier relationships, and brand trust. Production Support is not a ticket processing function in this environment. It is a frontline operational command center responsible for protecting user experience and reducing MTTR.

You will lead a team of Level 1 Production Support agents responsible for real time monitoring, triage, escalation, and cross team coordination. You will partner closely with Engineering, Product Management, QA, Carrier Integrations, and Infrastructure teams to ensure rapid detection, accurate escalation, and disciplined incident management.

This role requires strong operational leadership, sound technical judgment, and the ability to drive urgency without creating chaos. You will be expected to build repeatable systems and processes that improve signal quality and reduce time to resolution.