Senior Director, Technical Programs and Operations

Position Overview

We are seeking a strategic, systems-oriented Senior Director, Technical Programs and Operations to define, lead, and continuously evolve how Growth Experience Technology (GET) organization delivers world-class customer and partner experiences. This role sits on the GET leadership team within our COO organization and shapes the end-to-end delivery ecosystem across program execution, engineering operations, tooling, and cross-functional collaboration. 

In this role, you will build the operating model that enables our teams to deliver predictably, efficiently, and with high quality. You will partner closely with Product Management, Engineering, Architecture, Experience Design, Data Science/ML, GTM, and Finance to translate strategy into outcomes—creating clarity, enabling decision-making, and ensuring delivery is consistently aligned with our business goals. 

We welcome candidates from diverse professional paths; including engineering leadership, technical program management, product delivery, operations, and transformation roles, those who are passionate about scaling organizations through excellence in process, systems thinking, and collaborative leadership. 

You’ll work with teammates across the globe and will travel up to 15% of the time for face-to-face meetings like conferences and team offsites. This role is preferred hybrid to our San Francisco office. 

Responsibilities

• Oversee the end-to-end delivery of complex, high-impact technology initiatives; from planning and scoping through go-live and retrospectives

• Provide executive-ready visibility into delivery health, progress, risks, milestones and dependencies

• Define and evolve a modern, scalable delivery operating model across GET, including frameworks, governance, tooling, and cross-functional engagement rituals

• Introduce and maintain portfolio-level visibility, ensuring teams have the clarity needed to make informed prioritization and tradeoff decisions

• Engage deeply with engineering and architecture partners to ensure planning is grounded in a strong understanding of system interactions

• Anticipate and manage risks, bottlenecks, and cross-team constraints, ensuring timely and data-informed escalations and resolutions

• Act as the bridge between Business Support and Engineering Operations, to ensure our systems, tooling, and workflows enable both customer-facing and internal operational excellence

• Drive improvements across operational processes including: Production readiness and release workflows; System reliability and incident coordination; Compliance and audit support (e.g., SOC2, SOX, GDPR, as applicable); Provide operational support to Partner Support and Customer Support teams by ensuring systems, tools, and processes enable effective partner and customer assistance; Drive continuous improvement, reducing operational friction and ensuring systems and processes scale with the business; Ensure system reliability, compliance, and smooth production workflows through strong operational oversight and coordination

• Build a high-performance culture focused on delivering results, continuous learning, and improvement

• Mentor cross-functional teams, ensuring strong ownership, and driving accountability for successful delivery

• Cultivate strong stakeholder relationships, promoting effective communication across the organization

• Elevate delivery capability across the organization through coaching, best practices, and enablement programs.​

Minimum Qualifications

• 10+ years of experience in technology or engineering program and project management, or related field

• 5+ years of experience in managing and leading high performing cross-functional teams

• Proven track record of successfully leading large-scale, high-impact technology projects

• Experience in program portfolio management and resource allocation

• Strong understanding of software development methodologies, including Agile and Waterfall

• Proficiency in project management tools and software (e.g., JIRA, Asana, Microsoft Project)

• Knowledge of modern technology stacks and architectural frameworks

• Demonstrated ability to lead, mentor, and develop high-performance teams

• Strong leadership skills with the ability to drive accountability and ownership

• Experience in fostering a culture of continuous improvement and learning

• Strong strategic thinking and planning skills, with the ability to align projects with business goals

• Excellent problem-solving skills, with the ability to identify and manage risks and bottlenecks

• Ability to make data-driven decisions and provide insights through reporting and analytics

• Exceptional communication skills, both verbal and written, with the ability to effectively communicate with senior leadership and stakeholders

• Proven ability to cultivate strong stakeholder relationships and promote effective cross-functional collaboration

• Experience in managing escalations and resolving delivery challenges

Preferred Qualifications 

• Familiarity with cutting-edge technologies, trends, and best practices in software development, AI, and machine learning

• Proven track record of driving technology innovation and adoption within organizations

• Experience leading transformational change initiatives within technology delivery processes

• Understanding of regulatory requirements and compliance standards relevant to technology delivery