Director, Executive Experience

Description

• Provide consolidated reporting on executive service performance, sentiment trends, and improvement initiatives.
• Drives continuous improvement by leveraging experience analytics, sentiment measurement, and proactive service models.
• Define and deliver a global executive experience strategy and roadmap, aligned with the IT Operations vision.
• Responsible for the full lifecycle management of the Executive Experience service tower and acts as the single point of accountability for the technology experience of senior leaders and executives globally.
• Leads a dedicated Executive Experience team, manages vendor performance, and partners closely with senior stakeholders, including the C-suite, to ensure seamless, frictionless IT support for executives.
• Oversee the delivery of executive technology services, ensuring alignment to experience objectives, SLAs, and quality standards.
• Bridges the gap between executive business needs and IT service delivery by ensuring a world-class, proactive and personalized technology experience.
• Drive proactive readiness for executive engagements, including board meetings, investor calls, and other high-profile events.
• Act as a trusted advisor to senior leaders and executive assistants, helping them maximize the value of collaboration tools and digital workplace technologies.
• Implement experience analytics and sentiment measurement tools to proactively identify friction points and improve executive satisfaction.
• Champion a continuous improvement mindset, leveraging data to enhance executive productivity and drive measurable business outcomes.
• Lead and manage a high-performing Executive Experience team, ensuring exceptional, white-glove support to senior leaders and board members.
• Oversee vendor and MSP delivery models to maintain high-quality, globally consistent services.
• Partner with IT Operations, Service Experience, and IT Communications teams to ensure rapid incident resolution and seamless request fulfilment for executives.

Requirements

• 5+ years leading teams with direct people management responsibility.
• Proven experience delivering VIP/white-glove IT support services in a complex, enterprise environment.
• Prior experience in executive stakeholder engagement, including direct interaction with C-suite leaders.
• Undergraduate degree and 10+ years relevant experience, or Graduate degree and 8-10 years relevant experience.
• 10+ years of IT Operations, End-User Services, or Digital Workplace leadership experience, including global scope.

Benefits

• Discounts on Stanley Black & Decker tools and other partner programs.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.

Training + Development

Interview process

Visa Sponsorship

Security clearance