Director of Technical Services

About the role

We are seeking a Director of Technical Operations to work on service technology in Small Business Services. This is a high-impact director-level position that combines technical leadership, project orchestration, and cross-functional coordination to drive business outcomes through innovation and client obsession. The ideal candidate will bring 8+ years of experience in product management or similar fields, with proven expertise in both managing complex internal projects and collaborating with engineering teams to deliver customer-facing capabilities.

Responsibilities

• Technical Project & Portfolio Management: Manage the intake and prioritization of data science, tools, and feature requests from internal stakeholders; Define scope, refine requirements, and establish success criteria for technical projects; Partner with product owners to deliver; Provide thoughtful analysis that tells us what outcomes our work is providing, and where we need to double down; Maintain visibility into the portfolio of ongoing technical projects and ensure strategic alignment.
• Cross-Functional Product Coordination: Partner with the Service Technology Engineering team to translate business needs into technical solutions; Act as a product strategist (not a product owner managing backlogs, but a strategic advisor on technical direction); Collaborate with business stakeholders, engineering, design, and UX research teams to clarify priorities and unblock work; Work positively and effectively with internal customers including client service associates, executives, and frontline managers.
• Stakeholder Management & Communication: Serve as a bridge between technical teams, business leaders, and users; Gather insights from client data, analytics, and direct user feedback to inform service technology decisions; Communicate technical constraints and tradeoffs to non-technical stakeholders; Maintain a data-driven approach to prioritization and decision-making.
• Strategic Leadership: Use analytics and customer insights to understand what the business actually needs; Develop evidence-based opinions and validate them through research; Navigate ambiguity and make progress without waiting for perfect information; Keep teams energized and moving forward with optimistic, collaborative leadership.

Requirements

• Bachelor's degree in a technical, analytical, or business-related field (or equivalent experience)
• 8+ years of proven experience in product management, technical operations, or related roles
• Full SDLC expertise - demonstrated success from discovery through launch and post-launch analysis
• Technical acumen - Ability to engage deeply with engineers on technical decisions, architecture, and system design
• Data fluency - Comfortable with analytics tools, can pull