Director, Technical Business Operations

United States - Remote

Full Time Executive-level / Director
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Leads a functional area or sub-function of diverse professionals focused on tool development, data analysis, systems management, business operations, project management, workforce optimization, and reporting. Supports better decision-making using data (data-driven decisions) at all levels through data analysis, reporting and correlated impact of staffing, production and automation. Collaborate across teams to enhance organizational capabilities focused on workload reduction, operational improvements and an enhanced customer experience. Collaborates with leadership to establish strategic goals and objectives which facilitate timely decision making, situational awareness and enable cross-department functionality, consistency and accountability. Coalesce and report key measures that identify success in overall production, workforce globalization and transformative projects tied directly to strategic objectives. Establish organizational measures that determine if established organizational practices are consistent with the stated business model, mission, and strategic objectives. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. #LI-Remote

Career Level Summary

  • Provides leadership and direction through managers, senior managers, and senior professional staff
  • Is accountable for the performance and results of a functional area, team, or region
  • Executes business plans and contributes to the development of sub-functional strategy
  • Decisions are guided by functional or major operational segment strategy and priorities
  • #LI-TJ1

Key Responsibilities

  • Other Incidental tasks related to the job, as necessary.
  • Accountable for performance and results of a functional or sub-functional area for an organization or region
  • Leads collaboration across the organizational sub-function and sometimes the organizational function to develop and implement strategies that are tied to the achievement of organizational function, sub-function, and company objectives
  • Leads transformational programs at the organizational sub-function level to directly impact the achievement of company objectives
  • Facilitates technology strategy and analyzes industry and market trends to determine the potential impact to the organizational function and sub-function
  • Evaluates the situation and context - operational information, media reporting, threat reporting and scope of impact regarding critical deficiencies and solutions
  • Assists in defining strategy and supervises the development of the organizational sub-function plan and governance needed to implement and manage enterprise architecture domain designs and technology standards by product line or platform to support strategy and company objectives
  • Provides input to business strategy development
  • Decisions are guided by sub-functional or major operational segment strategy and company priorities
  • First-level director. Assists executives and/or senior directors in defining organizational goals and strategic plans
  • Enables data-driven decision-making at all levels through data analysis, reporting and correlated impact of staffing, production and automation.
  • Collaborates with senior leadership to establish strategic goals and objectives which facilitate timely decision making, situational awareness and enable cross-department functionality, consistency and accountability.
  • Identifies key data points and transforms this data into actionable insights that shapes the company’s business decisions.
  • Manages the lifecycle of both in-house and purchased tools. 


  • Strong knowledge of the technology industry and operational principles
  • Knowledge of data metrics and principles tied to customer success and service delivery performance at the individual and organizational level
  • Applies broad industry knowledge and commercial awareness to drive financial performance


  • Ability to establish collaborative relationships across the business
  • Ability to influence and negotiates with senior leaders across the business
  • Strong capabilities in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements
  • Outstanding presentation, written and verbal skills
  • Able to develop training programs and provide coaching and guidance on a one-to-one level
  • Exceptional people skills; the ability to engage and motivate staff
  • Strategic thinking with the ability to come up without of the box solutions, while also having strong operational excellence skills to be able to drive strong execution organizational vision and operational metrics
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist


  • 10 - 15 years of progressively responsible, relevant work experience in technical and business operations
  • A minimum of 5 years of experience in direct people management
  • Prefer a minimum of 3 years of experience in managing managers
  • Demonstrated cross-department collaboration experience assisting in strategy development and translation of strategy into operational and tactical application
  • Experience with successful resolution of service and retention issues with large customers

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.  Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Job region(s): North America
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