Executive Director, Solutions Engineering

What you'll do

• Lead the Operational Readiness function to ensure all new features and platform changes are risk-assessed and supportable before launch.
• Manage the global 24x7 Support Center to monitor service health and lead high-severity incident response.
• Establish standards for incident command, escalation, and triage while ensuring root cause analysis resolves recurring issues.
• Serve as the primary voice of operational communication by translating complex technical status into clear updates for executive leadership.
• Drive the adoption of AI-enabled tools and automation to improve event detection and reduce manual effort for operations teams.
• Develop and execute the long-term operational strategy, including budget management and talent development for the department.
• Oversee change governance, load testing, and the creation of runbooks to ensure a stable production environment.

What we're looking for

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
• Minimum 12 years of progressive experience in technology operations, service delivery, or site reliability for complex environments.
• Leadership experience managing multiple levels of managers and directors.
• Proven experience leading mission-critical global technology operations and serving as an executive escalation point during major incidents.
• Demonstrated ability to enforce ITIL-aligned incident, problem, and change management practices at enterprise scale.
• Ability to deliver operational communications and reporting for audiences ranging from technical teams to senior executives.
• Experience developing functional strategy, operating plans, and managing budgets and results for a department.
• Advanced degree, experience in consumer-facing media/streaming, or ITIL 4 certification (preferred).