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Job Title:
Vice President of Technical Operations
Job ID:
Job Function:
Full/Part Time:
Job Category:
Information Technology
Washington, DC US
Business Unit:
Integrated Technology Services
Business Unit Description

Recognized by Computerworld Magazine as one of the 100 Best Places to Work in IT for 2016!

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

Information Technology Solutions (ITS) is AARP's technology leader in positive social change and member value, enabling a more effective workforce and globally connecting employees, members, volunteers, partners and advocates to maximize engagement.

Summary Statement

The Vice President (VP) of Technical Operations reports directly to the Chief Information Officer (CIO). The VP is responsible for providing strategic leadership and guidance for planning, designing, implementing and managing the ITS production and non-production computing environment, including enterprise system operations, technical services and support and information security in compliance with AARP policies, standards and procedures.  The VP collaborates with the ITS Senior Leadership Team and other key stakeholders to establish goals and define IT Operations strategy and objectives.  Additional responsibilities include facilitating, cultivating and driving innovation across ITS in support of AARP business objectives. 


The VP ensures that the operational efficiency and integrity for all IT infrastructure services are met through established best practices to drive improved efficiency and scalability.  The VP will focus on continuous cost reduction to free up operating expense that can be redeployed to strategic investments.

The VP provides formal supervision and coaching for the IT Operations team and sets vision and direction to inspire and drive continuous improvement of ITS policies, standards and procedures.

The VP is expected to demonstrate significant depth and breadth of leadership expertise to establish strategic direction and develop strategic relationships as well as significant expertise in IT Operations management and system operations.   Additionally, the VP is expected to demonstrate AARP leadership behaviors in all interactions.

Functional / Technical Responsibilities

The VP of Technical Operations is responsible for five functional areas:

1.    Application Support and Maintenance

  • Ensuring the availability of services in order to meet user expectations.

  • Providing effective and timely responses in the event of service failure.

  • Resolving service problems and satisfying user service requests.

  • Maintaining effective user communication on the status of work in progress.

  • Providing Tier 2 support for a geographically disbursed IT enterprise with more than 2100 users.

2.    Infrastructure and Network Services

  • Designing and conceptualizing IT infrastructure, data center and hardware infrastructure.

  • Monitoring and optimizing resource availability and performance, infrastructure services and providing DR / continuity testing.

  • Supporting enterprise systems admin.

  • Developing and designing DB strategies.

  • Managing and optimizing facilities, demand/capacity, scalability, and load balance, etc.

  • Supporting Data Center, distributed computing infrastructure, and database administration.

  • Implementing infrastructure strategy and supporting infrastructure management.

  • Managing data center ops & mainframe.

  • Managing network operations.

  • Managing enterprise infrastructure & maintenance.

3.    End-User Support Services

  • Promoting use of Tier 0.

  • Tier 1 services: Advocating for the customer in ensuring service restoration, minimizing business impact.

  • Providing tech support to individual users.

  • Providing voice & video conferencing support.

4.    Service Management

  • Designing implementation, measurement and continuous improvement of IT services.

  • Promoting process approach to service provision.

  • Focusing on customer needs for services.

5.    Engineering

  • Designing, constructing, testing, measuring and continuously improving computer systems at desktop, server, OS, DB, or voice layer.

  • Integrating and testing HW & SW interfaces for optimal performance.

6.    People Management

  • Providing direct oversight of Directors overseeing each of the Technical Operations functions.

  • Sharing knowledge and developing staff capabilities to strengthen understanding of IT industry and business issues and best practices; evaluating implications to ITS.

  • Developing and communicating organizational objectives; inspiring and motivating team members to achieve results.

  • Building organizational talent by creating a learning environment that ensures employees realize their highest potential.

7.     Relationship Management

  • Working in partnership with ITS senior leaders on all ITS strategic initiatives and to continuously improve ITS policies, standards and procedures by anticipating issues, providing advice and sharing knowledge and best practices.

  • Developing strategic relationships with other executive team members and business partners and partnering across the ITS Senior Leadership team to align with AARP internal and external client demands.

  • Demonstrating ability to communicate complex and technical issues to diverse audiences across the AARP enterprise, both verbally and in writing, in an easy to understood and actionable manner.


The VP of Technical Operations is a new role and therefore will have a high level of complexity.  The VP operates in an environment adept and agile with managing change. This position will require a high degree of innovation and conceptualization of moving ITS and AARP forward in terms of its IT agility, value and alignment with the business goals. 


The VP reports directly to the CIO and leads/directs a team of five (5) to seven (7) Directors.  The VP plays an advisory and facilitative role within the organization.  This position collaborates with the ITS Senior Leadership team and interacts with the CIO, Business Unit leaders and the Executive Team.  The VP advises the CIO and Executives as to the future enterprise architecture needs, creates the business case and analyzes the associated capital expenditures/investments required to meet AARP's long-term goals.  This position also works with thought leaders outside of AARP to determine the latest trends in enterprise architecture to bring leading practices to the organization.  This role requires effective persuasion and negotiation skills.


  • Direct responsibility for effectively managing rollup of multiple operating budgets including compensation and operating expenses.

  • Direct responsibility for capital projects and cost that have been approved by capital allocation authority.

  • Complete authority for making day-to-day decisions within own area of responsibility.

  • Authority over work methods that are not covered under enterprise IT standards for governance and methodology.

  • Shared authority over new policies and procedures within IT organization in conjunction with IT core leadership team.

  • Responsibility for committing to actions and plans developed by IT core leadership team.

  • Serves as a strategic advisor to the organization around enterprise system operations, technical service support and information technical security.

  • Dedicated focus on continuous improvement with clear responsibility for maximizing value of ITS to the business.


  • Bachelor's degree in Information Technology, Computer Science, Engineering or related field.

  • 15+ years related work experience.

  • Leadership experience managing a large staff organization.

  • Knowledge and application of principles of enterprise architecture.

  • Experience developing and executing against enterprise architecture strategy.


Master's degree in Information Technology, Computer Science, Engineering or related field.

Critical Competencies

  • Building Organizational Talent

  • Building Trust

  • Change Leadership

  • Decision Making (executive role)

  • Developing Strategic Relationships

  • Empowering Others

  • Entrepreneurial Spirit

  • Establishing Strategic Direction

  • Executive Disposition

  • Mobilizing Resources

  • Reading the Environment

  • Team Development

  • Visionary Leadership


Benefits Offered

 AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.  AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.




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