Technical Program Manager-Trust and Reliability

A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others.

We are seeking a seasoned leader to own our most critical trust and reliability initiatives. This role is central to our commitment to our clients, ensuring our platform is secure, compliant, and resilient. You will own our 24x7 response to incidents, drive the continuous improvement of reliability for our systems, and the programs that manage our compliance obligations. This is a high-impact, technical role for someone who is passionate about building and maintaining customer trust through operational excellence.

Success in this role looks like:

• Within 3 months: You have taken full ownership of the incident management program, refined the on-call communication process, and are confidently leading incident response for any production issues that arise
• Within 6 months: You are driving the day-to-day operations of our PCI and SOC2 programs, managing our continuous compliance platform, and are fully prepared to lead our next audit cycle with external partners
• Within 1 year: Leveraging our established RTOs/RPOs, you have partnered with engineering and operations teams to architect and implement a detailed, service-by-service technical recovery plan, culminating in a successful validation of RPOs/RTOs

Core Responsibilities:- Incident Response Management

• Lead and manage the end-to-end incident response process as the on-call Incident Manager, ensuring swift resolution and clear communication to all stakeholders
• Own the post-incident lifecycle by facilitating blameless post-mortems and Root Cause Analyses (RCAs), then driving the resulting follow-up actions to prevent recurrence and achieve lasting improvements

• Business Continuity and Disaster Recovery

• Own and advance the company's Business Continuity and Disaster Recovery (BC/DR) program, including planning, testing, and reporting on our organizational readiness

• Management and Ownership of Compliance Systems

• Drive the maturity of our PCI DSS and SOC2 compliance programs by translating requirements into actionable engineering work and managing the collection of audit evidence

• Act as a primary stakeholder for follow-up actions that affect trust and reliability, ensuring that remediation tasks and proactive reliability improvements are prioritized and executed by the appropriate engineering and operations teams

Requirements
Preferred Skills:

• Experience working within or closely with Engineering teams in small or midsize companies, particularly those structured as multiple focused pods or teams, where cross-functional collaboration is common
• Experience in the credit card