Director of Customer Solutions & Engineering Operations

Virtru • Washington, DC

2h • $220,000 - $240,000

About The Position

While the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we're doing something fundamentally different at Virtru. We're setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control.
We've created both a suite of powerful data protection applications and an open platform that's sparking an ecosystem of innovation. Through the Trusted Data Format (TDF) open standard, we're not just protecting data; we're creating a new paradigm where security enables sharing rather than preventing it.
Think of us as the Android of data protection: a robust platform with an open core that developers and partners can build upon, coupled with our own best-in-class applications that showcase what's possible when you reimagine security from the ground up.
Backed by Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global, we're helping Fortune 500 companies and government agencies discover that true data security means having the freedom to share, collaborate, and innovate — without compromise.
Virtru is forming its Customer Solutions and Engineering (CSE) organization that brings together its customer-oriented technology teams to provide customers with a seamless, excellent experience. CSE is responsible for customer solution design, deployment, support, and training programs—and we’re looking for the a leader with the experience and drive to build our operational foundation to establish and scale our team.
As the Director of CSE Operations, you'll build the operational backbone that transforms CSE from a collection of talented teams into a data-driven, scalable organization. This is a foundational role where you'll create something from the ground up: the metrics infrastructure, coverage models, deployment playbooks, and business rhythms that enable the organization to grow while improving—not compromising—delivery quality.
You'll report directly to the EVP of Customer Solutions and Engineering and build a team of business analysts. Your stakeholders include CSE leaders (Solutions Architecture, Professional Services, Delivery Engineering, Customer Support, Training), Sales leadership, and Corporate Operations. This role is critical: the operational systems you build will determine how effectively CSE can support Virtru's growth.

Requirements

• 8+ years of experience in business operations, with at least 3 years in a leadership role
• Proven expertise building metrics infrastructure and performance management systems from the ground up
• Strong analytical skills with demonstrated ability to develop coverage models, capacity planning frameworks, and data-driven decision tools
• Experience with CRM systems (Salesforce strongly preferred) and business intelligence tools
• Track record of implementing standardized processes in high-growth professional services or consulting organizations
• Exceptional stakeholder management skills—you can influence without authority and drive alignment across functional leaders
• Strong project management skills with the ability to manage multiple concurrent initiatives
• Experience building something from nothing—creating metrics infrastructure, operational frameworks, or business processes where none existed
• Ability to tell stories with data—transforming complex analytics into clear insights that drive action
• Comfortable with ambiguity and can establish structure in fast-moving environments
• Balance rigor with pragmatism—knowing when to deploy a spreadsheet versus building enterprise infrastructure

Nice To Haves

• Experience in government contracting, regulated industries, or environments requiring compliance-driven delivery models
• Familiarity with security authorization processes, compliance frameworks (NIST, FedRAMP, HIPAA, etc.), or regulated industry operations
• Background in SaaS or technology services companies scaling from startup to growth stage
• Technical background sufficient to understand software deployment challenges and automation opportunities
• Experience in startup or high-growth environments where you've helped establish operational discipline during rapid scaling
• Track record of working effectively across Sales, Product, and Customer Success organizations
• Strong sense of urgency with an action-oriented mindset—bias toward making decisions with imperfect information
• Systems thinker who sees how pieces connect and can architect solutions that scale.
• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including Slack, email, Zoom, etc.

Responsibilities

• Design and implement our organization’s metrics program that tracks performance and proactively identifies and resolves challenges.
• Develop performance dashboards providing real-time visibility into delivery quality, resource utilization, partner performance, and business health
• Partner with team leaders to establish our operating model and review cycles that track business performance. This model will inform capacity, quality, and business outcomes
• Identify and drive process improvement initiatives to streamline and track complex business processes.
• Assist in creating pricing and revenue models for various service offerings
• Transform operational insights into strategic recommendations for executive leadership

Benefits

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.
• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed