Builders Mutual Careers

Our team does their best work each day, creating a one-stop resource for all commercial insurance solutions and construction safety resources, leading to powerful results. Our cultural elements of teamwork, inclusion, expertise, and community aren't just words on a page—it's integral to who we are, how we work, and what sets us apart. We live out our values every day, striving to serve better and achieve more.    

The OPPORTUNITY:  
Reporting to the Business Systems Manager, the Production Support Team Lead will provide direction to the production support team on priorities and resolution approach for core business systems support issues and tickets that the Service Desk does not resolve. Because the success of our company is rooted in teamwork, the way we care about the people we work with and serve, this hybrid role will work in our Raleigh office a minimum of two days with the flexibility to work from home the remaining three days.  

Your WORK as the Production Support Lead will make a difference as you:   

• Analyze system incidents, perform impact assessments, and develop functional specifications
• Identify, document, and manage business and technical requirements with clear documentation standards
• Lead team members through analysis, documentation, solution design, and dynamic requirement management
• Execute testing, validate production fixes, and support troubleshooting of user-reported issues
• Provide accurate level-of-effort estimates and obtain stakeholder approval for solutions
• Communicate changes, enhancements, and system stability updates to management and end users
• Supervise production tickets and projects, including escalation management and team support skill development
• Research and improve existing procedures to enhance efficiency and effectiveness
• Develop and maintain a knowledge base for efficient incident resolution
• Plan and deliver training on new or updated applications, features, workflows, and support handover guidelines

SKILLS to get the JOB done RIGHT: 

• BA/BS degree required (in Computer Science preferred) with at least 5 years’ experience with business support operations and automated testing tools in a property and casualty insurance setting, or an equivalent combination of education and experience.

• Knowledge of application technology stacks and infrastructure tools.
• In-depth knowledge of production processes, quality control standards, and manufacturing equipment.
• Familiarity with production management software, data analysis tools, and relevant technologies
• In-depth knowledge of production processes, quality control standards
• Experience in incident management, root cause analysis, and problem-solving
• Strong leadership skills with experience managing teams, driving performance metrics, and demonstrated ability to mentor others
• Ability to communicate well, make effective presentations, document procedures and create technical documentation

WHY YOU’LL LOVE TO WORK HERE        

Builders Mutual cares about you, and we offer comprehensive employee benefits built to support your success and wellbeing, including:     

•  Market-driven compensation and bonus plan     
• 3 weeks of paid time off (and your birthday too!)     

• 37.5-hour work week; end your Friday at 2:30PM      

• Builders University for employees, dedicated to supporting development and enhancing expertise     

• Earn swag and extra time off through peer recognition Builders Bucks program     

LIFE AT BUILDERS MUTUAL     

• Collaboration | You are part of a team working together to reach a common goal.     

• Empowerment | You will feel trusted, valued and be given the resources to be successful.     

• Flexibility | You will be part of a dynamic work environment designed to allow you to do your best work while also creating the best possible customer experience.     

• Impact | You will positively influence our business, customers, and industry.     

• Sense of pride | You will tell others how much you enjoy working at Builders Mutual.