Vice President, Technology Operations

About OneSource Virtual

Since 2008, OneSource Virtual (OSV) has specialized in supporting customers using Workday by delivering compliant, in-tenant solutions and expert services that automate administrative and transactional payroll, tax, earned wage access, accounts payable, and benefits tasks. OSV serves over 1,500 clients with a 92% retention rate, moving more than $225 billion in treasury annually, thereby helping organizations fully leverage their Workday investments and confidently manage payroll, benefits, and finance in a unified platform.

Position Summary

The Vice President of Technology Operations is charged with fostering operational rigor, strategic planning, and accountability across the Technology Teams. Reporting directly to the CTO, this leadership role collaborates cross-functionally with Engineering, Product, Quality Assurance, and Research & Development to maintain continuous process integrity and performance excellence.

Key Responsibilities

• Act as the authoritative voice on delivering quality results, making the costs and impact of quality failures clearly visible throughout the Engineering division without undermining Engineering leadership responsibilities.
• Manage the feedback cycle linking production defects, support case volumes, and responsible development teams by ensuring all escaped defects are identified, tracked, assigned correctly, and reported transparently with their cost implications.
• Detect weaknesses in quality during the software development lifecycle—including delays in code handoffs, sprint-end compromises, and insufficient testing coverage—and collaborate with Engineering leaders to resolve these deficiencies.
• Establish and monitor critical quality metrics such as defect escape rates, frequency of production incidents, and sources of support tickets; communicate findings and trends regularly to the CTO and VP of Engineering.
• Partner with Engineering leaders to cultivate a culture where passing faulty code carries clear consequences, thereby reducing reliance on post-release support for preventable issues.
• Develop and enforce organizational standards for technology planning, coordinating with Product Management and Operations leadership to ensure every platform meets its development objectives with verifiable production outcomes.
• Maintain a comprehensive view of cross-platform plans and progress for senior leadership reviews.
• Assume full ownership of IT operational processes throughout their maturity lifecycle, driving ongoing enhancements and preemptively addressing operational gaps.
• Act as an early alert mechanism for the CTO by identifying operational deviations, quality declines, and process shortfalls before escalation to executive action becomes necessary.
• Oversee the complete incident management lifecycle spanning multiple departments, including process creation, role assignment, stakeholder communication, and post-incident analysis.
• Ensure key roles such as Triage and Communication Leads are designated for each qualifying incident and provide training to empower confident, effective execution rather than mere compliance.
• Create and sustain communication templates and distribution protocols defining who receives various incident updates, format, and timing according to incident severity.
• Manage coordination of customer impact evaluation during incidents, collaborating with Operations, Sales, and Account Management to keep accurate contact lists for service and operational follow-up.

Qualifications and Experience

• Over 10 years in technology leadership roles, including a minimum of 5 years in senior positions within high-volume enterprises, preferably in financial services, payments, payroll, or other regulated industries.
• Proven ability to own and evolve operational processes in incident management, root cause analysis, and technology planning across organizations with 75 or more engineers.
• Demonstrated success in transforming engineering quality culture by making outcomes visible and accountability structurally embedded, beyond traditional QA functions.
• Skilled in influencing VP-level peers without direct authority and escalating diplomatically when collaboration challenges arise.
• Experience designing communication frameworks and stakeholder notification systems for production incidents in regulated or customer-facing settings.
• Established track record in creating sustainable planning rhythms that endure and adapt over time.
• Exceptional communication capabilities, adept at producing frameworks, templates, and reports accessible from support personnel up to executive leadership.

Preferred Additional Experience

• Background in fintech, payroll, or payments sectors with understanding of tax and payroll regulations and penalties beneficial.
• Experience managing or partnering closely with Tier 1 and Tier 2 support teams within production software environments.
• Familiarity with scaling high-growth platforms and initiatives to mature enterprise IT practices.
• Ability to gain trust from seasoned, knowledgeable staff during periods of organizational change.
• Exposure to managing or collaborating with distributed engineering teams nationally and internationally.

Additional Details

This job description does not encompass all possible duties and responsibilities; these may evolve with or without notice. OSV encourages employees to contribute ideas, innovate collaboratively, and strive for continuous improvement. The company values a culture based on principles, supports upward career mobility, and offers broad professional development opportunities aligned with its ongoing strategic growth.