What you'll do

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.

Required Qualifications

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.