State Street · 1 week ago
Director, Product Support/ SaaS Operations
Burlington Massachusetts
Full-time
Hybrid
Senior Level, Lead/Staff
$238K/yr - $250K/yr
8+ years expState Street is a global investment management company that helps institutional investors manage risk and drive performance. The Director of Product Support/SaaS Operations will manage teams delivering operational support services, analyze and automate service delivery processes, and focus on continuous process improvement to enhance client satisfaction.
BankingFinanceFinancial Services
Responsibilities
Will manage Team Leads & Managers who in turn manage teams of product specialists system analysts to deliver product and operational support services to State Street-Charles River Development (CRD) customers globally
The team owns the issue management and remediation process, helps to ensure customer goals are met, minimizes the adverse impact of incidents and product problems on the customer, and prevents reoccurrences of issues
The individual in the position will analyze and automate service delivery processes in support of Charles River’s Software as a Service (SaaS) global strategy
The role encompasses solution provisioning, monitoring, and process automation, using a combination of Charles River IMS capabilities, 3rd party software, and scripting
Mentoring and coaching Team Leads and managers to meet business unit’s tactical and strategic goals
Working with global service delivery teams, analyzing mission critical operational processes to identify process improvement opportunities
Assessing, managing, and resolving problematic developments and situations
Communicating job expectations - planning, monitoring, appraising and reviewing job contributions
Performing quality control and monitoring production KPIs
Defining and tracking relevant, measurable annual and quarterly performance goals for the team, evaluating progress, and adjusting and reporting to leadership
Overseeing the development of scalable strategies and playbooks
Understanding the SaaS and Product Support teams and expertise thoroughly to leverage them as one team to resolve major incidents
Designing, developing, and supporting streamlined, automated operational processes
Providing input to Charles River IMS Product Managers on product improvements to facilitate operational efficiencies
Engaging with cross functional stakeholders to remove roadblocks for the team and requesting resources and support as needed
Building relationships and partnering with various internal departments, especially client management, engineering, and product management
Leveraging a combination Charles River IMS, third party software automation and management tools, and scripting in the development of automated process solutions
Leading and actively participating in strategic initiatives
Focusing on continuous process improvement, standardized processes, automation, optimization, and efficiency
Partner with Relationship Management to address service management issues and drive client satisfaction
Ensure 100% compliance to operational controls
Actively manage support team’s case hygiene to meet the goals
Qualification
Required
Bachelor's degree or equivalent in Computer Science, Computer Information Systems or related technical field
8 years in any occupation/title providing relevant hands-on experience in Supporting Portfolio Management and Trading Applications
Prior information technology management experience
Demonstrated strong knowledge of enterprise-class automation scheduling software, PowerShell, Perl, or SQL
Proven strong analytical and IT-based solution design skills
Proven ability to excel in a fast-paced, high-growth, mission critical technology-based environment
Demonstrated advanced knowledge of complex financial instruments
Demonstrated portfolio management and trading technology experience
Demonstrated live trading desk support experience
Benefits
401K with company match
Insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
Paid-time off including vacation, sick leave, short term disability, and family care responsibilities
Access to our Employee Assistance Program
Incentive compensation including eligibility for annual performance-based awards
Eligibility for certain tax advantaged savings plans
Company
State Street
State Street offers a range of financial services, including investment management, research and trading, as well as asset management.
10001+ employees
H1B Sponsorship
State Street has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
$12.05B2025-10-23Post Ipo Debt· $1B
2025-04-24Post Ipo Debt· $2B
2025-02-06Post Ipo Equity· $750M
Leadership Team
Ronald O'Hanley
Chairman and Chief Executive Officer
R
Renee LaRoche-Morris
Senior Vice President, Chief of Staff to the COO; Head of CAO Services
Recent News
2026-02-04
2026-02-04
Company data provided by crunchbase