About the Role This role sits within the Global Technology Solutions (GTS) and leads Tech Operations across customer, product, employee, and foundation teams. The Director of Tech Operations is responsible for enabling efficient and strategic utilization of technology capacity across the enterprise, supporting prioritization of work, estimation of tech asks from business partners, and overseeing the delivery cadence through quarterly roadmap management.

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You will act as a central point of coordination across different product technology teams, ensuring that capacity & tech estimates are transparently allocated and aligned to strategic outcomes. This role requires strong analytical rigor, operational discipline, and deep cross-functional collaboration. What You'll Do Lead technology capacity planning and tracking across GTS, ensuring alignment business and technology objectives Responsible to manage demand & capacity planning across Annual Planning, Quarterly Planning, & in-year Intake process Maintain governance processes to monitor capacity utilization, operational health metrics, and roadmap & roadmap adherence. Evaluate continuous improvement opportunities Facilitate forums for decision-making on resource shifts, priority trade-offs, and escalations across technology and business leadership Provide clear executive reporting and storytelling on capacity trends, roadmap status, and operational risks or dependencies Establish and standardize estimation practices across all tech teams to assess effort and feasibility of business and strategic asks. Collaborate with engineering leads, product managers, and delivery teams to develop and validate high-level estimates for initiatives during early intake and planning stages. Maintain a library of historical estimation data to improve accuracy, enable benchmarking, and support predictability of delivery. Provide tooling and frameworks that allow for scalable estimation at varying levels of fidelity (e.g., t-shirt sizing, story points, hours/days). Who You Are 12+ years of experience in technology operations, product operations, or program delivery with a strong grasp of tech estimation, capacity planning, and governance Proven experience managing large-scale capacity planning and cross-functional delivery programs across engineering, product, architecture, and project management Ability to interface directly with senior stakeholders and influence decisions through data-driven insights and structured analysis. Deep understanding of estimation methodologies across the software development lifecycle—ranging from early-stage rough sizing to detailed sprint-level estimates. Able to lead and coach teams in applying estimation techniques consistently (e.g., story points, t-shirt sizing, time-based models) to support business planning and prioritization. Demonstrated ability to manage complexity and ambiguity, translate technology conversations into actionable plans, and drive to resolution. Strong communication, presentation, and storytelling skills with a focus on clarity, outcomes, and influence. Proficient in tools and frameworks for tech portfolio management, estimation models, and capacity tracking (e.g., Jira, Aha!, Clarity, or custom solutions). Experience in retail, apparel, or product-driven environments preferred.

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