[Hiring] Director, End-user Experience @Precisely US Jobs

Role Description

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.

Qualifications

• 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

• 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.

Benefits

• 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.