Senior Director of Software Operations

Overview:

We are seeking an experienced, strategic, and results-driven Senior Director of Software Operations to lead and oversee the operational aspects of our software development and technology initiatives. This leadership role is critical in ensuring that our software technology platforms, processes, and teams operate efficiently, effectively, and consistently deliver exceptional value to our business.

The Director will be responsible for driving operational excellence, optimizing processes, fostering continuous improvement, and aligning technology operations with business goals. This role requires a blend of technical expertise, leadership, and strategic vision to elevate software operations and ensure robust management of enterprise issues, change processes, and release cycles.

Responsibilities:

Leadership & Strategy

• Lead, mentor, and build a high-performing team responsible for software technology operations and continuous improvement initiatives.
• Develop and execute a strategy to optimize software deployment processes, operational efficiency, and quality across all technology platforms.
• Drive a culture of innovation and operational excellence within the technology organization.

Process Improvement & Operational Excellence

• Lead continuous improvement initiatives to streamline software deployment life cycles, enhance performance, and reduce inefficiencies.
• Establish and maintain key performance indicators (KPIs) and metrics to measure success and drive accountability across the software operations teams.
• Ensure that software technology operations comply with industry standards, regulatory requirements, and security protocols.

Issue Management

• Oversee issue management to identify, resolve, and mitigate critical software and technology-related issues that impact business operations.
• Establish and maintain an effective process for triaging, escalating and tracking issues, ensuring timely resolution and minimizing operational disruptions.
• Collaborate with cross-functional teams to diagnose root causes, implement corrective actions, and prevent future issues from arising.
• Monitor the effectiveness of issue management protocols and continuously improve the process.

Change Management

• Lead the development and implementation of change management processes, ensuring that all technology-related changes are carefully planned, communicated, and executed with minimal risk and disruption.
• Collaborate with product teams, operations, and other stakeholders to ensure proper risk assessments, impact analysis, and stakeholder engagement for each change request.
• Manage the Change Advisory Board (CAB) and coordinate the evaluation and approval of major changes.
• Ensure compliance with organizational and industry standards for managing changes, including adherence to documentation and post-change reviews.

Release Management

• Oversee the release management process, ensuring the successful and seamless deployment of software releases to production environments.
• Implement and manage release planning, coordination, and execution, ensuring that all releases are delivered on time, within scope, and with the highest quality.
• Work closely with engineering, product, and operations teams to manage release schedules, minimize disruptions, and ensure smooth transitions between development and production environments.
• Track and report on the status of releases, ensuring that any issues are proactively managed and resolved.

Cross-Functional Collaboration & Communication

• Collaborate with product management, engineering, and business units to ensure the successful delivery of software projects and operational goals.
• Provide clear and regular communication to stakeholders, highlighting progress, challenges, and risks.
• Serve as a key point of contact for internal and external teams on technology operations and operational excellence initiatives.

Risk & Incident Management

• Develop and enforce incident response protocols to quickly address and resolve any operational disruptions or failures in software technology platforms.
• Analyze root causes of operational issues and drive corrective actions to prevent future occurrences.

Qualifications:

• Bachelor’s degree in information technology, computer science, telecommunications, business administration, or related field required. Bachelor's degree preferred.
• 10 years of experience in software development, technology operations, or related areas, with at least 5 years in a leadership or director-level position.
• Proven experience in driving operational excellence within a technology-driven organization, with a strong background in managing enterprise issues, change processes, and software releases.
• Strong understanding of modern software development methodologies (e.g., Agile, Scrum, DevOps).
• Experience with CI/CD pipelines, automation tools, and performance monitoring.
• Familiarity with software architecture, system design, and distributed systems.
• Deep knowledge of enterprise issue management, change management processes, and release management frameworks.
• Excellent leadership, coaching, and mentoring skills, with the ability to motivate and inspire teams.
• Strong strategic thinking with the ability to balance short-term needs with long-term goals.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate across multiple teams and levels.
• Strong problem-solving abilities and a solutions-oriented mindset.
• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
  

About National Debt Relief:

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $204,000 to $257,000 annually. Benefits:

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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