[Remote] Senior Director, Technical Operations

Note: The job is a remote job and is open to candidates in USA. Nerdio is a company dedicated to simplifying IT operations and maximizing investments in Microsoft technologies. The Senior Director of Technical Operations will serve as a strategic Chief of Staff to the VP of Technical Solutions, overseeing operational initiatives, driving accountability, and ensuring alignment across various teams within the organization.

Responsibilities

• Partner with the VP of Technical Solutions to develop, communicate, and execute divisional strategy and multi-quarter operating plans
• Own the operating cadence of the Technical Solutions division: prepare agendas, lead staff meetings, track action items, and ensure accountability to commitments
• Prepare executive briefings, board-level materials, and internal strategy decks on behalf of the VP
• Act as a proxy for the VP in cross-functional meetings, working groups, and escalation paths when appropriate
• Identify organizational gaps, redundancies, or process inefficiencies and drive remediation initiatives
• Establish, own, and evolve the Technical Solutions division's KPI framework across all functional teams (Technical Support, Solutions Engineering, Technical Enablement, etc.)
• Build and maintain executive-level dashboards and scorecards that surface real-time operational health metrics
• Lead monthly and quarterly business reviews; analyze performance data, surface trends, and recommend corrective actions
• Collaborate with technical leads to set team-level OKRs aligned to divisional and company-wide goals
• Monitor SLAs, CSAT, time-to-resolution, utilization, and other key service delivery metrics; escalate risks proactively
• Manage departmental expense approvals, forecast variances, and ensure disciplined spend governance across headcount, tooling, vendor contracts, and T&E
• Conduct regular budget-to-actuals reviews; identify cost optimization opportunities without compromising operational effectiveness
• Lead financial modeling and business cases for new investments, headcount additions, and technology platforms
• Negotiate and manage key vendor and partner contracts within the division's scope
• Design and implement scalable operational processes, workflows, and playbooks that support Nerdio's rapid growth trajectory
• Own the evaluation and administration of operational tooling (ticketing, CRM integration, knowledge management, reporting platforms)
• Drive process standardization across technical delivery functions to ensure consistent, repeatable, high-quality customer outcomes
• Lead operational readiness planning for new product launches, market expansions, and organizational changes
• Build strong working relationships with leaders in Product, Engineering, Sales, Marketing, Finance, and People Operations to drive alignment on shared priorities
• Facilitate cross-functional project governance, including resource alignment, milestone tracking, and risk management
• Serve as the escalation point and resolution owner for complex operational issues that span multiple teams or require executive visibility
• Represent the Technical Solutions division in company-wide planning cycles, including annual planning, headcount reviews, and strategic initiatives
• Lead, mentor, and develop a team of operational and technical program management professionals within the Technical Solutions organization
• Partner with People Operations on hiring plans, onboarding programs, career pathing, and retention strategies for the division
• Champion a high-performance, inclusive culture built on accountability, continuous improvement, and customer-first thinking
• Support workforce planning and organizational design as the division scales

Skills

• 10+ years of progressive experience in technical operations, IT management, or business operations within a B2B SaaS or cloud technology environment
• 5+ years in a senior leadership role with direct P&L or budget ownership responsibility
• Proven track record as a director or equivalent strategic operator role
• Deep experience designing and managing KPI frameworks and operational dashboards
• Strong financial acumen — budget planning, variance analysis, and business case development
• Outstanding executive communication and presentation skills (written and verbal)
• Experience leading cross-functional programs in high-growth, fast-paced organizations
• Proficiency with project management, reporting, and business intelligence tools
• Familiarity with Microsoft Cloud technologies: Azure Virtual Desktop, Windows 365, Intune, or M365 ecosystem
• Experience supporting enterprise IT organizations or MSP channel businesses
• Background in Solutions Engineering or Technical Support operations
• Experience managing vendor relationships and technology contract negotiations
• Exposure to unicorn-stage or post-Series B/C hyper-growth DaaS/SaaS companies
• Proficiency with tools such as Salesforce, Asana, Power BI, or similar platforms

Benefits

• Competitive Base and Incentive Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off, including your birthday off!
• Collaborative Team Culture

Company Overview