Director, Technology Strategy & Operations - USRM Tech
Description
Liberty Mutual's US Retail Markets Global Tech Enablement organization is seeking a Director of Technology Strategy & Operations to lead the Strategy & Governance service provider function. GTE consists of five service providers; four deliver technical capability within defined domains, and Strategy & Governance is the horizontal function that connects them. This role owns that function.
You will be the accountable owner for how enterprise-driven technology work enters USRM, how it is coordinated across domains, and how progress is reported to senior leadership. The role spans governance process design, cross-domain program coordination, executive reporting, and technology separation and integration activity supporting mergers, acquisitions, and divestitures. Success depends less on positional authority than on the ability to build trust across domain leadership, architecture, and enterprise partners, and to convert that trust into consistent execution.
Key Responsibilities:
Domain Engagement
Build and sustain relationships with technology domain leaders to understand their operating challenges, surface enablement needs, and bring together the right resources and tools to resolve them. Collect and analyze domain feedback to inform GTE strategy and operational improvements. Secure stakeholder alignment and buy-in on enablement initiatives, develop and execute communication plans that keep stakeholders informed while reducing organizational noise, and drive consistency of process and execution across domains.
Strategic Enablement
Develop and optimize processes across USRM Technology, including the design of governance frameworks, operating structures, and best practices that improve efficiency and consistency. Establish data insights and measurement approaches that give leadership visibility into performance and enable informed decision-making and targeted improvement. Lead implementation and adoption of new processes and strategies, including consolidated communications across USRM.
USRM Horizons Management
Own the USRM Horizons process end to end: intake and scope validation with submitters, data quality and governance in partnership with GDS and GCS, Jira board management and automation, ticket cascade to domains, and escalation to protect hard deadlines. Facilitate recurring impact and analysis sessions with Horizon Champions and Architects, and maintain consolidated communication channels for new tickets, due date changes, and requirement changes.
USRM Reporting Support
Own standard operational reporting on USRM technology performance, including MOR, Stability, and IT Fundamentals reporting. Produce executive-level reporting for senior leadership, including Executive Quarterly, LM Strategic Technology Plan Quarterly, and Spotlight materials, translating operational detail into a clear narrative on wins, risks, and progress against organizational goals.
Transformation & Modernization Support
Provide cross-domain coordination and technical program management for major enterprise-driven transformation and modernization initiatives, overseeing planning, coordination, and delivery while managing resource alignment, risk mitigation, and communication.
Qualifications
- Bachelor's or Master's Degree in technical or business discipline or related experience; Master's Degree preferred.
- Generally, more than 10 years related experience in technology strategy, technology operations, governance, or large-scale program management with 5 years in leadership role.
- Demonstrated success leading work through influence across organizational boundaries, without direct authority over the delivery teams involved
- Experience owning governance or intake processes at enterprise scale, including process design, measurement, and continuous improvement
- Proven ability to produce executive-level reporting and communicate complex technical status to senior leadership with clarity and appropriate framing
- Strong program and portfolio management capability, including risk identification, dependency management, and escalation judgment
- Experience with Jira or comparable work management platforms, including workflow and automation design
- Ability to handle confidential and material non-public information with sound judgment
Preferred Qualifications:
- Experience supporting technology workstreams in mergers, acquisitions, or divestitures, including Technical Service Agreements and pre-close assessment
- Background in insurance, financial services, or another regulated industry
- Familiarity with cloud platforms, application modernization, and mainframe migration programs
- Working knowledge of ITIL practices and IT operational maturity frameworks
- Experience building data and reporting capability from fragmented sources
Competencies
Systems thinking across a complex organization. Influence and stakeholder management at senior levels. Comfort with ambiguity and with defining work that arrives unstructured. Bias toward simplification and noise reduction. Sound judgment on when to escalate and when to resolve. Written and verbal communication that adapts from engineering detail to executive summary.
What Makes This Role Distinctive
Most technology leadership roles own a delivery outcome. This one owns the connective tissue: the intake funnel through which enterprise mandates reach USRM, the governance that keeps execution consistent across domains, the measurement that makes performance visible, and the coordination that carries transformation and transaction work across organizational lines. It is a high-visibility seat with direct exposure to senior USRM and enterprise leadership, and a broad view of the entire USRM technology landscape.
Only open to US-based employees.