Sr. Director – Technical Product Development – Operations Apps

DIRECTV • El Segundo, CA

4d • Remote

About The Position

Overall Purpose The Sr. Director, Software Engineering is an expert in delivering contact center and field service capabilities on SaaS platforms. This role is a trusted advisor to business partners and responsible for guiding delivery teams on innovative capabilities that improve operational efficiency and customer experience. Description This senior-level executive role requires extensive technical expertise combined with strong leadership capabilities to drive innovation and operational excellence while managing costs. The successful candidate will play a pivotal role in defining long-term strategic direction and delivering modern technical solutions that support our front-line capabilities and market competitiveness. This leader is responsible for overall value delivery on platforms that support DIRECTV’s contact center and field operations teams. They will be the primary point of contact for business leadership teams for advice on functional delivery and roadmap. Teams reporting to this role are responsible for development, testing, deployment, support (e.g., troubleshooting) and maintenance. Job Summary We are seeking a strategic and results-driven Sr. Director of Software Engineering to lead the enhancement and operation of software platforms, that support our customer service, field, and dealer operations. This leadership role requires extensive experience customizing third-party platforms, namely Salesforce Service Cloud and Field Service, at scale. The successful candidate will have extensive experience leading hybrid employee and vendor teams and driving improvements in technical standards. The successful candidate will have experience in Agile delivery methodologies and experience managing $5M+ vendor labor budgets.

Requirements

• Education: Bachelor’s degree in computer science, engineering, or a related field; Master’s or relevant advanced degree preferred.
• Experience: 8+ years of experience delivering capabilities for frontline operations on third-party platforms, ideally Salesforce.
• Leadership Skills: Proven ability to lead and inspire cross-functional teams, fostering a culture of collaboration, innovation, empathy, and support.
• Delivery Frameworks: Expertise in project management and development methodologies (Agile, Scrum, etc.) and tools (e.g., Jira).
• Communication: Exceptional verbal and written communication skills, with the ability to convey complex technical concepts to diverse audiences and senior stakeholders.
• Analytical Mindset: Strong analytical and problem-solving skills, with a strategic, data-driven approach to decision-making.
• Proven experience driving business value through technology delivery.

Responsibilities

• Gather and refine business requirements; using knowledge of platform capabilities, guide internal customers to best-fit approaches for satisfying business needs.
• Lead hybrid employee and vendor teams to enhance contact center CRM, field service, and dealer management platforms to support evolving business needs.
• Take advantage of modern delivery practices and AI-aided practices to shorten time to market and improve efficiency.
• Maintain a high standard of technical quality and availability; hold third-party software providers accountable to up-time and quality standards.
• Ensure that non-functional requirements are in place and comply with relevant regulatory standards and industry best practices, particularly in compliance, security, reliability, and performance.
• Facilitate and resolve schedule and budget challenges that arise as requirements change, or technical roadblocks interfere with delivery.
• Solve problems in a way that balances time to business value, program priorities, and technical team efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees