Senior Director, End User Services & Employee Product Feedback

Job Title:

Senior Director, End User Services & Employee Product Feedback

Role Overview:

We are seeking a highly experienced and strategic executive leader who focuses on enhancing our external-facing products through employee usage and feedback loops and vastly improving our internal employee experience through improved processes and technology.

Our external product improvement process will include two programs: a Beta Testing Program dedicated to employee beta testing of specific features pre/post-launch and a centralized location for employees to give general feedback on in-market products seeking to create actionable feedback for use and proactive interaction with the product and engineering teams. The employee feedback program aims to identify issues, bugs, and features in capabilities and triage them to the correct teams for resolution.

This role will also include enhancing our services for our internal end users, including IT ServiceDesk, Service Management functions, and Client Support.  Our goal is to drive a modern, relevant, frictionless and secure Digital Experience for all our employees so they can thrive in a productive environment.

This is a remote position located in the United States. We will only consider candidates currently in the US and are not offering relocation assistance at this time. Travel may be required periodically for key meetings.

About the role:

Leadership and Strategy

• Lead the Beta Program, setting strategic objectives and ensuring alignment with company goals (includes the design through deployment)
• Develop and implement a comprehensive feedback strategy to gather insights from beta testers and all other employees.
• Collaborate with cross-functional teams to incorporate feedback into product development cycles.
• Drive continuous improvement processes to enhance the effectiveness of our programs.

Program Management

• Oversee the planning, execution, and analysis of beta tests for new products and services.
• Identify and recruit suitable beta testers to ensure a diverse and representative sample.
• Manage communication with beta testers, providing clear instructions and collecting feedback.
• Ensure timely and accurate reporting of beta test results to relevant stakeholders.

Feedback Integration

• Analyze beta tester and general non-beta feedback to identify key issues and areas for improvement.
• Work closely with product development teams to integrate feedback into product iterations.
• Ensure that feedback is documented and tracked to measure the impact on product enhancements.
• Facilitate regular meetings with stakeholders to discuss feedback and action plans.
• Define and track key product performance metrics post-launch. Analyze user data, customer feedback, and market trends to make informed decisions for continuous product improvement.

Customer Focus

• Advocate for the needs and preferences of customers throughout the product development process.
• Ensure that beta testing aligns with customer expectations and market trends.
• Monitor industry best practices and emerging trends to continuously improve the Beta Program.

End User Services

• Lead the IT Service Desk in delivering a frictionless experience for all internal employees.
• Manage our Service Management team in enhancing our processes & owning the service management platform  to deliver a modern and relevant user experience.
• Lead the Client Support team in supporting all employees including office technology, and laptop compute services.
• Drive a rich onboarding experience for all employees and lead a team supporting our Executive staff.
• Design and own the internal Customer feedback program focused on strengths, insights and opportunities for our employee.s

About You:

• Proven experience in a senior management role.
• Minimum of 5 years of Product development or program management experience, with at least 3 years in a leadership role.
• Strong strategic thinking and leadership skills.
• Highly collaborative with strong interpersonal skills.
• Demonstrated ability to manage complex projects and drive cross-functional collaboration.
• Experience with beta testing, customer feedback processes, and product lifecycle management.
• Proficiency in using data and analytics to inform product decisions and measure success.
• Analytical mindset with the ability to synthesize data and provide actionable insights.
• Proactive and has a can-do attitude.
• Proven skills with the ability to manage multiple priorities and deliver results in a fast-paced <