The Enterprise Operation team is looking for a Director, Enterprise Operations to drive our customer experience strategy forward by consistently innovating and problem-solving. This role provides strategic leadership to large, hybrid teams and builds a culture where people feel empowered, supported, and accountable for delivering exceptional employee centric services.
The leader in this position partners closely with enterprise stakeholders to ensure support operations are scalable, secure, and aligned with organizational needs. Success requires someone who goes beyond operational management to develop talent, inspire high performing teams, modernize service delivery, and create future ready workplace technology experiences that reflect strategy and values.
Role
• Define the global support strategy for Desktop, Field Support, and TechBar services, ensuring alignment with enterprise technology roadmap and long term workplace experience vision.• Lead the shift to proactive, digital first support by driving automation, self service, and modern service models that reduce friction and elevate employee experience.• Advance continuous improvement through analytics, tooling optimization, and the adoption of emerging technologies that enhance service quality and operational efficiency.• Ensure global service delivery excellence establishing and governing KPIs, SLAs, CSAT, and experience based outcomes.• Provide executive level insights and risk management while serving as the senior escalation point for high visibility or business critical issues.• Lead and develop a high performing workforce, including a management team of 16+ employees and ~200 contingent workers, fostering an inclusive, accountable, and growth oriented culture.• Oversee vendor, financial, and stakeholder partnerships
All About You
• Leads global end user computing and workplace technology across desktop, field support, and TechBar environments.• Directs large, geographically dispersed teams and hybrid delivery models, including substantial contingent workforces.• Drives enterprise modernization initiatives such as automation, digital first support, and proactive service models.•
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