Director, End-user Experience

This position is 100% remote anywhere in the US

 

The Company advocates employee career development and employee requests to pursue internal employment opportunities are encouraged.  Employees are also encouraged to discuss their career interests with their Manager at any time.  Open communication regarding career advancement promotes a positive working environment.  Both internal and external candidates are granted equal consideration for available employment opportunities.   

Overview:

As the Director of End-User Experience, you lead global delivery of employee technology support, accountable for execution, service quality, and continuous AI-driven improvement. You operate an AI-first model — using automation and self-healing systems to resolve most demand while focusing engineers on the most complex work. You own the employee-facing technology services that keep our people productive every day. You partner across IT, Security, Engineering, Sales, HR, and Finance to enable an AI-enabled workforce. You report to the Vice President of Platform Engineering and End-User Experience, with an execution-first mindset aligned to our enterprise strategy. We are looking for a leader who treats AI as a teammate and is excited to transform how support gets delivered.

What you will do:

• Own the operational delivery of AI-first end-user support services across all regions and time zones, meeting defined service-level, satisfaction, and reliability standards.
• Lead global service desk and field support teams, executing established standards, policies, and service models with consistent, predictable, and high-quality employee support experiences.
• Manage daily operations for incidents, service requests, and problem management, incorporating AI triage, routing, and resolution.
• Deploy and continuously tune virtual agents and conversational AI (Atlassian Rovo, Microsoft Copilot, and similar) to maximize employee self-help.
• Lead major incident response for employee-impacting issues, coordinating across Platform Engineering, Security, and vendors.
• Drive root cause analysis and automated corrective actions — including self-healing scripts and auto-remediation — to eliminate recurring issues.
• Oversee support for end-user devices and peripherals, identity and access workflows with agentic provisioning and deprovisioning, and the collaboration and productivity tools embedded in our daily workflow.
• Execute service management processes (incident, request, problem, change, knowledge) in alignment with enterprise standards, augmented by AI throughout, and maintain ticketing, knowledge, and self-service tools with AI-generated, AI-curated content that stays current automatically.
• Track and report performance against service KPIs (mean time to resolve, first-contact resolution, satisfaction, backlog health) and AI-specific metrics (containment and deflection rate, autonomous resolution rate, AI accuracy, human escalation rate), and set ambitious targets that expand what AI resolves over time.
• Lead, coach, and develop regional managers and support leaders through a workforce transition toward higher-value, AI-augmented work — building clear career paths and reskilling plans that grow AI fluency, automation, and engineering capability — while managing vendor performance, budgeting, forecasting, and cost discipline.

What we are looking for:

Required:

• Bachelor’s degree in Information Systems, Computer Science
• 10+ years of experience in IT / end-user support, or in enterprise service delivery.
• 5+ years leading global, distributed support teams, with demonstrated success deploying AI, automation, or virtual agents in a support or service environment — measurably increasing deflection, autonomous resolution, or productivity.
• Hands-on expertise with IT service management frameworks and ticketing systems (e.g., Jira Service Management), end-user computing and workplace technology, identity and device lifecycle, and access management.

AI Skills/Knowledge:

Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

• Proven track record deploying and scaling conversational AI and virtual agents (e.g., Atlassian Rovo, Microsoft Copilot) in production support environments — with measurable gains in deflection, autonomous resolution, and employee productivity.
• Hands-on experience designing agentic automation and self-healing systems — auto-remediation, AI-driven incident triage and routing, and automated identity, provisioning, and deprovisioning workflows that resolve work without human touch.
• Track record applying AI-driven analytics, predictive insights, and employee sentiment analysis to anticipate demand and continuously improve service delivery — supported by AI-generated, AI-curated knowledge that stays current automatically.
• Strong command of responsible-AI principles — data privacy, accuracy validation, and human-in-the-loop design — with the operational judgment to set and expand autonomous-resolution targets while knowing where humans must remain in the loop.

Preferred Skills:

• End-user computing and workplace technology.
• Ability to use AI-driven analytics, predictive insights, and employee sentiment analysis to improve service delivery.
• IT service management frameworks and ticketing systems (e.g., Jira Service Management), including AI/virtual-agent capabilities.
• Experience working with Business Intelligence tools to deliver meaningful and actionable service metrics that drive continuous improvement.
• Identity, device lifecycle, and access management.
• Strong operational judgment and escalation management skills.

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