Director, IT Operations

Our Commitment to You At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. All official communication from Consumer Cellular will come from an @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at [email protected]. Job Summary: We are seeking an IT Operations Director to lead and evolve Consumer Cellular's IT operations. This role is responsible for delivering reliable, secure, and cost-effective IT services while driving operational maturity, automation, AI adoption, and continuous improvement across the organization. The IT Operations Director oversees core service functions: including Helpdesk, Technical Operations Center (TOC), IT Asset Management (ITAM), and Disaster Recovery & Resilience and ensures alignment with business priorities through measurable service performance, strong governance, and proactive operations management. This role serves as the operational leader responsible for real-time service performance, incident command, and cross-functional execution. You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite. What You Will Do: Leadership & Strategy Lead and develop IT Operations teams, fostering accountability, ownership, and a high-performance culture Define and execute IT operations strategy aligned to business outcomes (reliability, cost, scalability, speed) Establish KPIs (availability, MTTx, SLA adherence, cost efficiency) and drive continuous improvement Partner with executive leadership to align IT services with organizational priorities Drive accountability across engineering, product, and business stakeholders for operational outcomes and risk management Lead enterprise adoption of AI-driven operations, establishing strategy, governance, and measurable outcomes across IT services Service Delivery & Operations Excellence Own end-to-end IT service delivery, ensuring high availability, performance, and user experience Oversee Helpdesk, TOC, incident management, and service request operations Define operational standards, runbooks, and workflows to ensure consistency and scalability Oversee IT operations tooling ecosystem (ServiceDesk, incident platforms, monitoring, dashboards) Incident, Problem & Reliability Management Serve as operational leader during major incidents, coordinating cross-functional teams and driving resolution Establish and enforce incident response standards, including severity, escalation, and communication Drive root cause analysis (RCA) and problem management to eliminate recurring issues Ensure incident follow-ups, remediation tracking, and accountability across teams Monitoring, Observability & Release Operations Define and implement monitoring, alerting, and observability strategies that provide actionable insights Establish clear signal-to-action processes for detecting and responding to operational issues Lead operational readiness for releases including monitoring plans, alert thresholds, and post-release validation Drive continuous improvement of operational visibility across systems and services Infrastructure & Platform Operations Partner with Infrastructure and Engineering teams to ensure systems meet performance and availability targets Ensure operational readiness for infrastructure, cloud platforms, and enterprise systems Oversee capacity planning, patching, upgrades, and lifecycle management Reduce single points of failure and improve platform resilience Security, Risk & Compliance Ensure operational processes align with security standards and internal policies Partner with InfoSec on monitoring, detection, and incident response capabilities Ensure compliance with regulatory and data protection requirements Vendor & Stakeholder Management Manage vendors and service providers, ensuring performance against SLAs and cost targets Collaborate cross-functionally to align IT services with business priorities Act as escalation point for operational issues impacting the business Financial, Asset & Organizational Management Manage operational budgets with focus on cost optimization and value delivery Oversee IT Asset Management (ITAM) and lifecycle governance Define and evolve organizational structure, staffing models, and role responsibilities Support FinOps practices for cloud and tooling cost optimization Process Governance, Change & Automation Own and enforce ITIL-based processes (incident, problem, change, request) Lead Change Advisory Board (CAB) governance and continuous process improvement Ensure changes follow defined standards, approvals, and communication expectations Drive automation and AI use cases to improve operational efficiency and scale Requirements: Education Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred) Relevant certifications (ITIL, PMP, or equivalent) preferred Experience 8+ years in IT Operations or Service Management, including 5+ years in leadership roles Experience leading multi-functional operations teams (Helpdesk, TOC, ITAM, DR) Strong experience in incident management, change governance, and service delivery Experience operating in high-availability, customer-impacting environments Skills & Competencies Strong leadership and operational ownership mindset Ability to drive accountability across technical and business teams Strong analytical and problem-solving capabilities Strong communication and stakeholder management skills Preferred Advanced certifications (ITIL Expert, PMP, CISSP) Experience with observability, AIOps, and automation tooling Familiarity with DevOps and SRE practices Work Environment Hybrid model (2–3 days on-site) Occasional travel for vendor engagement and corporate initiatives About Consumer Cellular Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI) . Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through more than 50 company-owned neighborhood stores, online at ConsumerCellular.com , by telephone at (888) 345-5509, and at leading retailers including Target and Walmart. Connect with Consumer Cellular on Facebook , Instagram , and Youtube . for tutorials, features, applications, and company news. Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act) Minimum Salary: %24165,900 Maximum Salary: %24248,850 This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing. Competitive base pay with potential for shift differential, overtime and bonus pay Medical insurance (98% company-paid for full-time employee only coverage) Dental and Vision insurance (100% company-paid for full-time employee only coverage) 401(k) company match of 100% up to 6% of your pay Discounted Consumer Cellular wireless phone plan for employees Paid Time Off (PTO) available following a 30-day waiting period* 6 company-paid holidays plus 16 hours of floating holiday accrual per year Flexible Spending Accounts (FSA) for health care and dependent care expenses Life and AD&D insurance equal to 1x your annual earnings (100% company-paid) Long-Term Disability insurance (100% company-paid) Employee Assistance Program (100% company-paid) Education reimbursement Employee rewards program *Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.

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