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.
The Director, Technology Solutions Engagement reports directly to the Vice President, Customer Service & Solutions Delivery (CSSD). The Director drives business processes and technology solutions for business partners and is responsible for providing strategic and tactical leadership and guidance in the end-to-end delivery of client solutions. The Director collaborates with the ITS Senior Leadership Team and other key stakeholders to establish goals and define Membership strategy and objectives. Additional responsibilities include soliciting and managing customer satisfaction with the Application Portfolio, engaging cross-domain and intra-domain resources to deliver seamless, high-quality technology solutions to business partners and prioritizing client related work assignments, tasks and projects/programs with the ITS Domain leads.
The Director provides formal supervision and coaching for the CSSD team and sets vision and direction to inspire and drive continuous improvement of policies, standards and procedures.
The Director is expected to demonstrate significant depth of technical, business and financial expertise in client technology solutions, as well as deep understanding of customer processes and business operations. This position is expected to exhibit significant leadership expertise to drive the strategic direction of the CSSD domain. Additionally, the Director is expected to demonstrate One AARP cultural attributes and behaviors in all interactions.
As a people manager, this position is expected to develop and exhibit our AARP Values and competencies, as well as fully participate in all management training initiatives. This position has the responsibility for direct management of AARP employees which entails, but is not limited to:
Financial / Budgetary Responsibility
The Director operates in a highly complex environment requiring the balance of addressing current client business requirements against ITS policies, standards and procedures. The Director is responsible for understanding, communicating and delivering all ITS services, as defined by the ITS Service catalog in concert with other ITS domain leaders. The Director will also establish efficient engagement with the customer to understand and plan for their future technology needs. While this position is heavily focused on meeting the needs of the business/client environment, the responsibilities often have cross organizational impact and require integration with business areas outside of the assigned client responsibility. This position is critical for conceptualization of issues, strategy and solutions for mapping business process to technology.
This position requires a significant degree of autonomy related to working with other teams within all AARP business units, ITS, vendors and external partners. This position will require a high degree of innovation and conceptualization of moving the domain forward in terms of its IT agility, value and alignment with the business goals and the architectural standards established by the Technology Strategy & Innovation group.
The Director reports directly to the Vice President, Customer Service & Solutions Delivery and leads/directs a team of Senior Advisors, Analysts, vendors and outsourced teams.
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.
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.