The role: Director – Enterprise Service Experience

Location: Princeton, NJ (Hybrid - 2 days per week onsite)

The Director – Enterprise Service Experience will lead the strategy, design, and execution of a next-generation service model that delivers seamless, end-to-end support and fulfillment experience for employees across the enterprise.

This role operates at the intersection of user support, service operations, and experience design, ensuring that all employee interactions—from incident resolution to service requests and ongoing support—are delivered through a frictionless, intelligent, and AI-powered ecosystem.

The leader will drive a shift toward proactive, predictive, and highly automated service operations, while maintaining world-class reliability, responsiveness, and user satisfaction.

Key Responsibilities

AI-Driven Service Innovation

• Lead the adoption of AI, automation, and virtual agent technologies to transform enterprise support capabilities
• Enable zero-touch resolution through self-service, automation, and self-healing capabilities
• Identify and eliminate manual, repetitive activities across support and fulfillment processes

End-to-End Service Operations Excellence

• Oversee the delivery of enterprise support services, including incident management, request fulfillment, and user assistance
• Ensure consistent, high-quality execution of day-to-day service operations across global environments
• Drive improvements in key operational metrics:
  • Mean Time to Resolve (MTTR)
  • First Contact Resolution (FCR)
  • Service request cycle times
• Establish governance and performance standards to ensure reliability and scalability

Experience-Led (CX) Design

• Deliver a unified, omnichannel experience across all service touchpoints (chat, voice, mobile, self-service portals)
• Champion employee experience (EX/CX) as a core service outcome
• Implement experience-level metrics (XLAs) in addition to traditional SLAs
• Use data and insights to provide personalized, context-aware support journeys

Predictive & Data-Driven Operations

• Leverage analytics platforms (e.g., Nexthink, ServiceNow, Splunk) to:
  • Detect patterns and recurring issues
  • Predict disruptions before impact
  • Enable proactive remediation
• Continuously optimize service performance through data-driven decision making

Service Delivery Strategy & Execution

• Define and execute a scalable service delivery strategy aligned to enterprise priorities
• Drive alignment between service operations, support functions, and digital workplace capabilities
• Ensure services are delivered consistently across business units and geographies
• Manage service performance, demand, and capacity planning

Human + AI Operating Model

• Evolve team capabilities to support modern service environments, including:
  • Automation design
  • AI enablement
  • Experience management
• Transition teams toward higher-value, outcome-focused roles
• Build a culture of continuous improvement, innovation, and ownership

Enterprise Collaboration & Integration

• Partner with cross-functional teams including:
  • ITSM platform teams
  • Infrastructure and cloud teams
  • End User Computing and Digital Workplace
• Ensure seamless integration of service operations into broader enterprise platforms and workflows
• Enable a cohesive, enterprise-wide service experience