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Job Title:
Director, Technology Solutions Engagement
Job ID:
Job Function:
Full/Part Time:
Job Category:
Information Technology
Washington, DC US
Business Unit:
Integrated Technology Services
Business Unit Description

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 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.


Functional Responsibilities

  • Serve as ITS contact for business partners; provide insight and expertise on how technology-based business solutions and process improvements can support/enable business objectives.
  • Serve as the Single Point of Contact for select business Senior Leadership.
  • Be accountable for the delivery of solutions to the business by effectively leading delivery team, including outsourced resources.
  • Provide vision for and direct oversight of issue-based problem solving, business case development, solution delivery and ongoing relationship management to ensure strategic use of technology in support of business objectives.
  • Assume management responsibility for internal customer relationship and satisfaction.
  • Ensure business requirements can be supported by proposed ITS solutions.
  • Collaborate with ITS leaders on system analysis, application development and testing activities.
  • Align the business to participate in UAT as needed.
  • In collaboration with ITS leadership, monitor service/solution delivery ensuring that solutions meet the needs of the customer, are aligned with dynamic business drivers and are delivered on time and within budget constraints.
  • Manage customer and staff interaction to determine training requirements for new system implementations.
  • Work with customers and other staff to coordinate project/task prioritization.
  • Monitor IT cost effectiveness within CSSD and ensure proposed solutions have a positive return on investment and contribute to or enable enterprise strategy.
  • Lead, design and execute special projects as requested.
  • Oversee the timely completion of business process documentation.
  • Provide Director level oversight to its business enablement and capability projects and programs.
  • Maintain deep and current knowledge of the range of ITS Services and demonstrate creativity in how these services can be applied to solve businesses problems.
  • Understand client goals and educate ITS on these goals, and head development of strategies to reach these goals.
  • Lead Elicitation and Documentation of business roadmap communication with ITS.
  • Drive end user satisfaction, application adoption and application usability by acting upon a thorough understanding of business goals.

People Management

  • Provide direct oversight of staff executing all aspects of client service, solution delivery management, project management and business analysis.
  • Share knowledge and develop staff capabilities to strengthen understanding of business needs and technology-based business solutions; evaluate implications to ITS.
  • Develop and communicate organizational objectives; inspire and motivate team members to achieve results.
  • Educate ITS on business organization, methods, processes, procedures, objectives and strategies.
  • Build organizational talent by creating a learning environment that ensures employees realize their highest potential.
  • Actively work to streamline processes with the goal of speeding delivery to the customer while balancing risk management objectives.

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:

  • conducting regular one-on-one meetings to assign, manage and review individual work;
  • organizing team meetings to communicate critical departmental and organizational information;
  • facilitating the annual performance management cycle including performance and development assessments and conversations;
  • directing ongoing recognition and compensation, as well as annual merit and incentive planning decisions
  • enforcing compliance with all enterprise policies and guidelines, including timesheet review and approval;
  • partnering in the recruiting process;
  • managing enterprise assets and budgets; and
  • addressing employee relations and performance issues, with timely engagement of HR Business Partner.

Relationship Management

  • Work in partnership with ITS senior leaders on strategic initiatives related to the Client Services & Delivery Solutions team to continuously improve policies, standards and procedures by anticipating issues, providing advice and sharing knowledge and best practices.
  • Develop strategic relationships with other team members and business partners and partner across the ITS Senior Leadership team to align with AARP internal and external client demands
  • Ensures all delivered technology solutions are aligned with the Enterprise Architecture standards as set forth by the Technology, Strategy and Architecture group.
  • Uphold and maintain the highest standards of business ethics, professionalism and accountability.

Financial / Budgetary Responsibility

  • Responsible for developing, administering and adhering to the CSSD budget and provides input into the allocation of funds for Membership.

Leadership Responsibility

  • Oversee domain functions and supervise managers and staff.
  • Drive coordination of strategic planning processes and development, and ensure alignment with broader ITS strategic objectives.
  • Serve as mentor for managers and staff, ensuring optimization of skill set enhancement.
  • Responsible for hiring and developing strong managers and staff members.
  • Exhibit exceptional leadership, business acumen and professional behaviors in all interactions.
  • Participate in Project Steering Committee.


Desired Education

  • Bachelor's degree or equivalent in Information Technology, Computer Science, Business, Engineering or related field.
  • 10 or more years related experience.


  • Master's degree in Business Administration, Information Technology, Computer Science, Engineering or related field.
  • Demonstrated experience in Direct Marketing technology
  • Experience working and/or managing in a highly matrixed, consulting organization

Required Competencies

  • Leadership experience managing several managerial direct reports.
  • In-depth understanding of business capabilities, business operations and customer service with an emphasis on user requirements, design methodologies and the systems development life cycle.
  • Experience working within an outsourced environment.

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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