Director, Workplace Technology and Employee Experience
On-site: NYC
The Director, Workplace Technology and Employee Experience is responsible for designing, implementing, and optimizing the digital ecosystem that powers how employees work every day. This role delivers a frictionless colleague experience through modern workplace technologies, AI-powered automation, and high-quality support services across all office locations. This senior level position leads global technology end-user support, executive technology services, and technology asset lifecycle management while shaping strategic innovation, governance, and continuous improvement across the employee technology landscape.
Responsibilities
Strategic Leadership & Modern Workplace Vision
- Develop and execute a holistic modern workplace technology strategy spanning endpoint management, collaboration platforms, AV systems, and workplace automation.
- Align workplace services with broader business and technology strategies to improve productivity, satisfaction, and operational resilience.
- Champion adoption of emerging tools, standards, and best practices to maintain a cutting-edge employee technology ecosystem.
AI, Automation & Employee Self-Service Innovation
- Lead development of AI-enabled virtual work assistants, autonomous support experiences, and intelligent workflow automation across HR, IT, Finance, Facilities, and other corporate functions.
- Enhance employee self-service portals with improved search, guidance, and task completion capabilities.
- Utilize analytics and end-user experience monitoring to refine and optimize digital journeys.
Operational Excellence & Global IT Support Experience
- Oversee global IT service delivery across L1/L2 IT support, end-user computing, AV services, and Executive IT support.
- Define and manage KPIs and SLAs such as CSAT, MTTR, First Contact Resolution, and ticket deflection.
- Implement continuous improvement practices that drive efficiency, quality, and scalability across all operating teams and office locations.
Technology Hardware & Software Asset Management
- Own full lifecycle management of end user hardware including procurement, deployment, maintenance, optimization, and retirement.
- Oversee software asset management including licensing, entitlements, renewals, compliance, and vendor audits.
- Implement governance and automation to maintain accurate inventories, reduce risk, and optimize utilization.
Leadership, Team Development & Culture Building
- Lead and mentor a distributed team of managers, analysts, and support specialists.
- Foster an inclusive, collaborative, high-performance culture emphasizing accountability, knowledge sharing, and operational resiliency.
- Ensure cross-training and capability redundancy across support functions.
Cross-Functional Partnership & Stakeholder Engagement
- Partner with security, infrastructure, cloud engineering, AI/data, facilities, HR, finance, and program management teams to ensure cohesive strategy and alignment.
- Build strong relationships with business leaders, anticipate needs, and communicate priorities and roadmaps effectively.
- Collaborate with global counterparts to maintain consistent workplace standards and share best practices.
- Own the workplace technology budget, manage vendor relationships, oversee procurement, and evaluate technologies for adoption.
- Embed security, compliance, and resilience into all workplace services and platforms.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field
- 10+ years of progressive experience in workplace technology, digital workplace engineering, or end-user services leadership
- 5+ years of management experience
- Deep expertise in end-user computing, unified communications, AV, collaboration tools, ITSM platforms, and device management
- Experience implementing AI-driven chatbots, automation and digital employee experience solutions
- Experience managing hardware and software asset lifecycles including licensing and compliance
- Strong communication, stakeholder management, and change leadership capabilities
Preferred Qualifications
- Experience deploying autonomous support platforms such as Moveworks, Leena.AI
- Experience deploying platforms such as ChatGPT, CoPilot
- Deep expertise in ServiceNow ITSM, SAM, workflow process improvements and automation capabilities
- Thought leadership in AI platforms and measurable value realization from AI investments
Other Key Attributes / Talent Characteristics
- Strategic and forward-thinking with strong execution discipline
- Highly collaborative and able to influence senior stakeholders
- Adaptable, resilient, and committed to continuous improvement
- Strong interpersonal skills and ability to build trust across the organization
- Thrives in a fast-paced, dynamic environment
Physical Demands
- Typical office-based role with prolonged periods of computer use; occasional support for technology installations at office and tent pole events.