What are the responsibilities and job description for the Director of Technical Operations position at The Office of Experience?
Job Title
Director of Technical Operations
About OX
The Office of Experience (OX) is a full-service digital agency helping companies excel at every moment of interface they have with their customers. OX’s human-centered philosophy and multidisciplinary approach integrate strategy, design, and technology to help organizations reinvent their business and rapidly bring new experiences, products, and messages to market. In an era of unprecedented disruption, OX is built to transform.
Position Description
As Director of Technical Operations at OX, you will lead the internal operations of the technology team. You will be responsible for establishing clear internal processes, managing team resourcing, maintaining tooling standards, and improving the overall consistency of technical delivery. You will partner with engineering and leadership to define how technical work is scoped, staffed, and executed. You will drive improvements to daily team operations, identify gaps, and help implement systems that support clarity, predictability, and growth. This position reports to the Executive Director, Technology.
Responsibilities & Duties
- Provide day-to-day guidance and coordination for the development and QA team members Support individual performance, and work with technical leads to align priorities, capacity, and growth plans
- Design and implement internal workflows, documentation practices, and delivery standards for the technology team to support consistent scoping, planning, and execution practices across the technology team
- Lead initiatives to advance the agency’s use of AI by collaborating with engineering and strategy teams to define, operationalize, and scale AI-driven workflows and tooling
- Manage team resourcing across projects by tracking bandwidth, surfacing gaps, and aligning assignments with team strengths and project needs
- Support scope definition by contributing to estimation processes, clarifying technical team inputs, defining assumptions, and aligning early planning efforts
- Manage relationships with contractor staffing partners and freelance suppliers to meet ongoing resourcing needs and profitability targets
- Partner with Talent Acquisition to identify and onboard technical contractors and freelance resources
- Coordinate operational processes across departments by working closely with project management, creative, and client services to align workflows, reduce friction, and improve cross-functional collaboration
- Identify operational improvements and apply systems thinking to continuously refine how the team performs
- Help the team meet performance management goals by coordinating review cycles and reinforcing career development
Required Experience
- 10 years of experience in a technical project manager or operations manager role within a product or engineering organization
- Experience working within development teams in a professional services, agency or consulting organization.
- Strong understanding of software development life cycles and agile workflows
- Proven ability to design and implement systems that improve team efficiency and delivery quality
- Experience defining and managing system-level processes for environment coordination and handoffs between developers, QA, and infrastructure teams
- Strong organizational and communication skills
- Ability to manage multiple priorities and shifting timelines in a fast-paced environment
- Familiarity with tools like Jira, Confluence, GitHub, Slack, Miro, and resource planning tools
Experience in the following is a plus:
- Experience in a hands-on development role
- Experience implementing or supporting AI-related systems, workflows, or infrastructure in a delivery or operations context
Location
Chicago / Hybrid
OX DE&I Statement
Know Better. Do Better. Be Better.
At The Office of Experience, we design experiences for people. All people. To ensure we deliver on that promise, we must widen the aperture of truth. That means having a diversity of voices at the table as we set out to create the most relevant and meaningful experiences possible. We are committed to hiring a diverse set of people, minds, experiences, and perspectives. We are committed to creating an equitable environment to ensure all our people have the support and opportunity they need to succeed. And we are committed to fostering an inclusive organization built on a foundation of trust as we create a culture that is fearless, collaborative, and embraces life.
