Director of End-User Experience

Job Summary

Leading the global delivery of employee technology support, the full-time remote Director of End-User Experience will manage AI-driven support services, ensuring high-quality service and continuous improvement while partnering with various departments to enhance workforce productivity.

Key responsibilities

• Own operational delivery of AI-first end-user support services, meeting service-level and reliability standards
• Lead global service desk and field support teams to provide consistent, high-quality employee support experiences
• Manage daily operations for incidents and service requests, utilizing AI for triage and resolution

Required qualifications

• Bachelor's degree in Information Systems or Computer Science
• 10+ years of experience in IT/end-user support or enterprise service delivery
• 5+ years leading global support teams with a focus on AI and automation
• Hands-on expertise with IT service management frameworks and ticketing systems
• Proven track record deploying conversational AI and virtual agents in support environments