Director, Executive Experience

Director, Executive Experience

Towson, MD, United States

Charlotte, NC, United States

Come make the world and accelerate your success.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 48,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  

As a Director, Executive Experience, you’ll be part of our Information Technology Application Support & Maintenance team working as an onsite employee.    You’ll get to:  

• 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.
• Bridges the gap between executive business needs and IT service delivery by ensuring a world-class, proactive and personalized technology experience.
• 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.  
• 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.
• Lead and manage a high-performing Executive Experience team, ensuring exceptional, white-glove support to senior leaders and board members.
• Oversee the delivery of executive technology services, ensuring alignment to experience objectives, SLAs, and quality standards.
• Partner with IT Operations, Service Experience, and IT Communications teams to ensure rapid incident resolution and seamless request fulfilment for executives.
• Implement experience analytics and sentiment measurement tools to proactively identify friction points and improve executive satisfaction.
• Oversee vendor and MSP delivery models to maintain high-quality, globally consistent services.
• 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.
• Provide consolidated reporting on executive service performance, sentiment trends, and improvement initiatives.
• Champion a continuous improvement mindset, leveraging data to enhance executive productivity and drive measurable business outcomes.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• 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.
• 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.

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• 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.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.

• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more