Senior Manager End-User Experience

Description

The End User Experience Senior Manager (EUx Sr Mgr) champions a user-centric culture across the organization, driving strategies that enhance the experience of all technology users. This leader is responsible for understanding user needs, analyzing feedback, and implementing initiatives that improve satisfaction and productivity. The EUx Sr Mgr collaborates across IT and business functions to identify pain points, develop solutions, and ensure consistent, high-quality service delivery. This role also oversees the training and development of the End-User Experience team, monitors key performance indicators, and partners with divisional and regional leaders to align technology solutions with business requirements.

• Technology Lifecycle Management: Standardize and oversee deployment, management, recovery, and refresh of user-facing technology for software and hardware assets.
• Service Standards: Establish and maintain service guidelines to ensure consistent, high-quality support and build trust in IT services.
• Strategic Program Leadership: Design, implement, and optimize programs that deliver best-in-class end-user experiences.
• Stakeholder Collaboration: Work closely with business leaders to ensure technology solutions meet evolving needs.
• Champion End-User Centricity: Foster a culture that prioritizes the needs and experience of end-users in all IT initiatives.
• Continuous Improvement: Analyze feedback and performance data to identify opportunities for improvement and drive actionable change.
• Team Development: Lead a team of 15 – 20 technical staff, mentor, and develop the EUx team to deliver effective support and drive user satisfaction.
• Performance Monitoring: Track key metrics related to user satisfaction and service delivery, reporting insights and recommendations to leadership.

Requirements

• Effective written, verbal, and phone communication.
• Experience working in cross-functional, matrixed organizations.
• Empathy and active listening to understand and address user pain points.
• Effective written, verbal, and phone communication skills are essential.
• High business acumen and strategic thinking.
• Familiarity with Agile, ITIL, or similar frameworks.
• Ability to work for extended periods in a seated position.
• Positive, solution-oriented attitude that motivates teams and drives results.
• Ability to define, develop, and execute strategic plans.
• Excellent communication skills—verbal, written, formal, and informal.
• Bachelor’s or master’s degree in business, Marketing, Information Technology, or a related field, or equivalent experience.
• Customer-centric mindset focused on improving user satisfaction and productivity.
• Proficiency in preparing documents and presentations.
• Proven experience in business relationship management, team leadership, and driving transformation initiatives.
• Willingness to travel to end-user and non-end-user sites (30%–60% travel).
• Ability to enforce IT policies and ensure compliance.
• Problem-solving skills and adaptability in dynamic environments.
• Strong analytical skills to assess environments, capabilities, and performance.
• Strong leadership and team development skills, including managing direct and indirect reports.

Benefits

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• $140,000 - $155,000 annual salary
• Group retirement savings program
• Health and wellness programs

Training + Development

Interview process

Visa Sponsorship

Security clearance