Senior Director, Digital Experience & Product Operations

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

The Sr Director - Digital Experience & Product Operations is a high-impact leader responsible for the "Last Mile" of technology. While our engineering teams build the engines, this leader ensures our users—customers, branch staff, and corporate employees—know how to drive them and reach their destination. You will bridge the gap between technical delivery and realized business value, serving as the primary advocate for the customer and end users.

Duties & Responsibilities

1. Experience Strategy & Design Standards

• Define the Enterprise UX North Star. Ensure a "One Company" feel across disparate platforms (CRM, Mobile Apps, Internal Portals).

• Govern the enterprise design to accelerate development while ensuring consistency.

• Advocate for "Human-Centricity" in the capital allocation process.

• Ensure design standards prioritize "Security by Design," ensuring that UX/UI patterns facilitate secure user behaviors (e.g., clear MFA prompts, secure data handling) without degrading the experience.

2. Product Operations & Release Readiness

• Act as the connective bridge between App Dev, Marketing, and Operations.

• Standardize the "Go-to-Market" process for internal software launches to ensure field offices are informed and aligned via change management.

• Own the product stack (e.g., Pendo, WalkMe, Hotjar, Jira Product Discovery) to track how features are actually used.

• Collaborate with the Cyber Security and GRC team to ensure every "Go-to-Market" release passes SOC/SOX audit checkpoints and maintains PCI-DSS compliance for customer-facing payment portals.

3. Digital Adoption & Enablement

• Move beyond traditional "training" into Just-in-Time Enablement.

• Lead a team focused on digital adoption platform to provide in-app guidance that reduces support tickets and increases task completion rates.

• Measure the Time to Proficiency for new employees using our tools.

• Security Proficiency

4. Value Realization & Insights

• Establish a robust "Voice of the User" program that translates frustration into prioritized backlog items.

• Partner with Finance to validate the return on investment was realized as outlined in the product business case.

Candidate Requirements

Education

• Bachelor's degree in Business Management, Computer Science, Psychology or related field OR equivalent years of experience. Equivalent years of experience are defined as one year of applicable professional experience for each year of college requested.

Experience

• 15+ years of experience, ideally having led a digital or UX transformation in a complex environment.

• Strong experience with field and customer-facing platforms

• Proven ability to drive adoption and measurable outcomes

• Executive-level communication and influence skills.

• Demonstrated experience launching products within highly regulated environments (SOX, PCI, HIPAA, or similar frameworks

• Ability to translate complex technical constraints (Security, Regulatory, Technical Debt) into clear business trade-off decisions for executive leadership

Skills & Competencies

• Proven track record of managing a portfolio where success was measured by Net Promoter Score (NPS), Customer Lifetime Value (CLV), or Operational Efficiency (OpEx) savings.

• Moving beyond vanity metrics, such as number of logins to behavioral insights, as to how users are utilizing the products.

• Ability to lead & coach te