Director, IT Operations

Job Summary

We are seeking an IT Operations Director to lead and evolve Consumer Cellular's IT operations. This role is responsible for delivering reliable, secure, and cost-effective IT services while driving operational maturity, automation, AI adoption, and continuous improvement across the organization.

What You Will Do

• Lead and develop IT Operations teams, fostering accountability, ownership, and a high-performance culture

• Define and execute IT operations strategy aligned to business outcomes (reliability, cost, scalability, speed)

• Establish KPIs (availability, MTTx, SLA adherence, cost efficiency) and drive continuous improvement

• Partner with executive leadership to align IT services with organizational priorities

• Drive accountability across engineering, product, and business stakeholders for operational outcomes and risk management

• Lead enterprise adoption of AI-driven operations, establishing strategy, governance, and measurable outcomes across IT services

• Own end-to-end IT service delivery, ensuring high availability, performance, and user experience

• Oversee Helpdesk, TOC, incident management, and service request operations

• Define operational standards, runbooks, and workflows to ensure consistency and scalability

• Oversee IT operations tooling ecosystem (ServiceDesk, incident platforms, monitoring, dashboards)

• Serve as operational leader during major incidents, coordinating cross-functional teams and driving resolution

• Drive root cause analysis (RCA) and problem management to eliminate recurring issues

• Ensure incident follow-ups, remediation tracking, and accountability across teams

• Define and implement monitoring, alerting, and observability strategies that provide actionable insights

• Lead operational readiness for releases including monitoring plans, alert thresholds, and post-release validation

• Drive continuous improvement of operational visibility across systems and services

• Partner with Infrastructure and Engineering teams to ensure systems meet performance and availability targets

• Oversee capacity planning, patching, upgrades, and lifecycle management

• Reduce single points of failure and improve platform resilience

• Ensure operational processes align with security standards and internal policies

• Collaborate cross-functionally to align IT services with business priorities

• Manage vendors and service providers, ensuring performance against SLAs and cost targets

• Act as escalation point for operational issues impacting the business

• Manage operational budgets with focus on cost optimization and value delivery

• Oversee IT Asset Management (ITAM) and lifecycle governance

• Define and evolve organizational structure, staffing models, and role responsibilities

• Support FinOps practices for cloud and tooling cost optimization

• Own and enforce ITIL-based processes (incident, problem, change, request)

• Lead Change Advisory Board (CAB) governance and continuous process improvement

• Drive automation and AI use cases to improve operational efficiency and scale

Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred)

• Relevant certifications (ITIL, PMP, or equivalent) preferred

• Experience: 8+ years in IT Operations or Service Management, including 5+ years in leadership roles

• Experience leading multi-functional operations teams (Helpdesk, TOC, ITAM, DR)

• Strong experience in incident management, change governance, and service delivery

• Experience operating in high-availability, customer-impacting environments

Skills & Competencies

• Strong leadership and operational ownership mindset

• Ability to drive accountability across technical and business teams

• Strong analytical and problem-solving capabilities

• Strong communication and stakeholder management skills

Preferred

• Advanced certifications (ITIL Expert, PMP, CISSP)

• Experience with observability, AIOps, and automation tooling

• Familiarity with DevOps and SRE practices

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support.

The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI).

Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies.

Consumer Cellular phones, devices and plans are available nationwide through more than 50 company-owned neighborhood stores, online at ConsumerCellular.com, by telephone at (888) 345-5509, and at leading retailers including Target and Walmart.

Connect with Consumer Cellular on Facebook, Instagram, and Youtube for tutorials, features, applications, and company news.

Pay & Benefits

Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $165,900

• Maximum Salary: $248,850

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.