Director, GTS Business Operations

Business Operations & Programs San Antonio, Texas


 PRIMARY PURPOSE:  Is accountable for the performance and results of Global Technical Support Business Operations while providing support directly to Executive Vice President. Provides leadership and direction through people managers, and senior professional staff. Contributes to organizational subfunction and organizational function strategy. Executes business plans related to functional goals and objectives.



  • Manager responsibilities in addition to: Provides direct team leadership and coaching to a support team charged with managing business operations.
  • Expected to think 12-24 months out and strategically direct the team toward goals.
  • Expected to lead by example.
  • Works cross functionally with other business leaders and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.




  • Establishes departmental goals and objectives ensuring alignment with business unit's strategic plan.
  • Role is engaged in leadership and strategy 100% of time.
  • Directs the activities of a broad functional area or several smaller functional areas.
  • Direct reports are managers and/or senior managers.
  • Responsible for leading through subordinate senior managers.


  • Develops, modifies and executes policies that have a company-wide effect.
  • Develops and administers departmental budget and schedules.
  • Directs the resolution of highly complex or unusual business problems.


  • Accountable for the performance and results of the following teams:
    • Business Intelligence
    • Support Automation
    • Application Engineering
    • Workforce Optimization
  • Leads Business Operations towards strategic goals and objectives.
  • Responsible for driving operational excellence, workload and workflow efficiencies utilizing project management principles.
  • Driver of workload reduction through automation and AIOPs
  • Directly supports Executive Vice President of Global Technical Support in operational reporting, communications and data insights.
  • Provides strategic planning for the department and contributes to strategic planning for the division.
  • Adapts and executes business plans and contributes to the development of functional strategies.
  • Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.