What are the responsibilities and job description for the Director, Operations and Service Assurance position at Brother USA?
The Company at a Glance
Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more.
Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.
Why Work at Brother?
Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.
Th Director defines the organization’s cloud strategy and future infrastructure roadmap for Brother Americas future infrastructure, identifying emerging technology trends and recommending platforms that support both IT and business objectives. This role ensures the organization remains innovative and competitive by introducing differentiated infrastructure capabilities that enhance operational efficiency and employee productivity.
The Director partners closely with the IT Senior leadership team and executive leadership to manage the service portfolio, governance, and resource allocation, including budget planning. Additionally, this role collaborates with key stakeholders to address technical debt, prioritize infrastructure improvements, and deliver solutions that strengthens the company’s competitive position and overall digital maturity.
Key Duties & Responsibilities
- Lead the design, implementation, and maintenance of critical infrastructure, including network operations, cloud platforms, and data centers
- Manage the Infrastructure and Operations (I&O) department, delivering key services like user management, compute/storage, and network operations
- Oversee ITIL processes for Incident, Problem, and Change Management and lead major incident resolution efforts
- Drive continuous improvement through CSAT reviews, ensuring service enhancements and user satisfaction
- Advise leadership on modern infrastructure strategies, ensuring a secure, scalable, and resilient environment
- Manage large-scale global projects and vendor relationships, ensuring successful delivery and alignment with business needs
Service Assurance
- Lead Incident, Problem, Change, and Request Management processes to ensure service reliability
- Maintain CMDB integrity, asset management, and service catalogs, while driving automation and self-service solutions
- Develop and monitor KPIs and SLAs to ensure high performance and accountability
- Promote a continuous improvement mindset within infrastructure operations
- Develop a strategic infrastructure vision, implementing frameworks like NIST, COBIT, and ITIL to improve technology maturity
- Identify emerging technology trends and recommend platforms to support evolving business needs
- Partner with senior leaders to align IT strategies with business goals and drive innovation across the organization
- Lead global teams and manage service providers/vendors to ensure efficient infrastructure operations
- Build organizational capability through talent development and performance management.
- Act as a change advocate, driving infrastructure modernization through multi-cloud and automation initiatives
- Build strong stakeholder relationships, ensuring IT services meet evolving business needs.
- Communicate complex concepts to both technical and non-technical audiences and inspire teams through a clear, future-focused vision
Key Experience & Qualifications
Education
- Bachelor's Degree Computer Science, Information Technology, or related field Required
- Master's Degree Computer Science, Information Technology, or related field Preferred
Experience
Minimum 10 years Required
- Progressively responsible experience managing all aspects of system, network and site operations and design
- Experience with cloud computing and data center technologies and cloud computing service models such as Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS)
- Experience with running a front line 24x7 operations team and developing the staff, tools, SOPs and processes required for a high-volume site
- Experience leading large infrastructure and operations department, IT infrastructure services, technical operations, networking/telecommunication management, data center & cloud operations, IT service management, cyber security and risk management.
- Proven track record developing information technology policies and procedures, as well as successfully executing programs that meet the objectives of the organization across multiple parallel initiative such as governance and privacy
Software/Technical Skills
- Knowledge of virtual computing systems (servers and storage) Advanced Required
- Knowledge of disaster recovery and business continuity practices Advanced Required
- Knowledge of standards such as COBIT, ISO, CMMI and NIST Advanced Required
- Knowledge of privacy, governance and security Advanced Required
- Knowledge of data networks and concepts, such as LAN, WAN, MPLS, eVPN, aVPN, IPv4 and IPv6, BGP, QoS, and others Intermediate Required
- Knowledge of Cloud architecture and implementation Intermediate Required
Other Skills, Knowledge, & Abilities
- Ability to build and maintain vendor and service provider relationships and to negotiate service contracts with them. Required
- Ability to interface with several internal departments including Internal Controls, Legal, Finance, Order management, Supply Chain, Operations and various sales divisions. Required
- Strong technical, diagnostic and analytical skills Required
- Excellent interpersonal skills, verbal and written communication skills. (ability to communicate both non-technical and technical information to internal customers) Required
- Demonstrated ability to work under pressure Required
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ADDITIONAL DETAILS FOR THIS ROLE
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This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid
- The salary (or hiring) range for this position is $175,000 - $200,000 per year
- Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data
- This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives
- Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/
Benefits
We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits
Our Mission, Vision, & Culture
Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture
About Where We Work
Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.
Links to Learn More
To hear more about our business and culture, visit these helpful links:
Brother’s Product Categories:
https://careers.brother-usa.com/our-productsDiversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
https://careers.brother-usa.com/employee-resource-groups-diversityCorporate Social Responsibility:
https://careers.brother-usa.com/our-corporate-social-responsibility-sustainabilityWork-Life and Flexibility:
https://careers.brother-usa.com/lifeatbrotherGrowth and Development:
https://careers.brother-usa.com/career-developmentFollow us on LinkedIn:
https://www.linkedin.com/company/brother-usa/
Benefits
We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits
Our Mission, Vision, & Culture
Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture
About Where We Work
Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.
Links to Learn More
To hear more about our business and culture, visit these helpful links:
Brother’s Product Categories:
https://careers.brother-usa.com/our-productsDiversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
https://careers.brother-usa.com/employee-resource-groups-diversityCorporate Social Responsibility:
https://careers.brother-usa.com/our-corporate-social-responsibility-sustainabilityWork-Life and Flexibility:
https://careers.brother-usa.com/lifeatbrotherGrowth and Development:
https://careers.brother-usa.com/career-developmentFollow us on LinkedIn:
https://www.linkedin.com/company/brother-usa/
Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.
Salary : $175,000 - $200,000
