Primary PurposeThe Director, Workplace Technology will lead the global strategy, engineering, and service experience for the technology associates use every day. This leader will evolve workplace technology into a secure, AI-enabled employee experience platform that makes work simpler, more productive, and more reliable across retail, corporate, fulfillment, and global functions.
The role brings together employee technology experience, endpoint and device platforms, collaboration and productivity services, meeting-room and unified communications experiences, workplace engineering, and the service channels that support them. The Director will set a clear product roadmap, simplify ownership and handoffs, strengthen global operating discipline, and use automation, digital employee experience insights, and experience-level measures to prevent issues before they affect associates.
Scope of Leadership- Global service desk, regional and on-site Client Services, and executive technology support
- EUC and desktop integration, Windows and macOS platforms, endpoint management, software delivery, virtual desktop, Cloud PC, and retail device enablement
- Microsoft 365, Teams, Exchange and messaging architecture, engineering, governance, support, and lifecycle management
- Unified communications, telecom, mobility, meeting rooms, AV, video conferencing, and digital signage
- Device lifecycle, asset management, licensing, procurement, print services, and related vendor services
- Digital Employee Experience, experience analytics, self-service, automation, AI-assisted support, knowledge, adoption, and continuous improvement
The Successful Individual Will Leverage Their Expertise in Workplace Technology to...- Own and communicate a unified global Workplace Technology and Client Services vision, operating model, and multi-year roadmap aligned to business priorities and associate needs.
- Lead Workplace Technology as a portfolio of products and experiences, with clear ownership, prioritized backlogs, standards, investment plans, and measurable outcomes.
- Elevate the associate experience across endpoints, productivity tools, collaboration services, meeting rooms, voice and video, workplace support channels, and emerging AI-enabled experiences.
- Advance a proactive and experience-led operating model using Digital Employee Experience (DEX), Experience Level Agreements (XLAs), sentiment, service quality, and technical telemetry alongside traditional service measures.
- Accelerate automation, self-service, self-healing, AI-assisted support, intelligent routing, and automated provisioning to reduce friction, improve speed, and redirect capacity toward engineering and continuous improvement.
- Lead endpoint and application modernization, including Intune and Jamf capabilities, software request and delivery automation, Windows and macOS platform improvements, virtual desktop, Cloud PC, and retail device migrations.
- Lead Microsoft 365 and messaging modernization, governance, lifecycle management, operational reporting, security alignment, documented support standards, and transition of repeatable work to the appropriate operations teams.
- Lead unified communications and telecom modernization, including Teams voice, corporate and retail telephony, conferencing, meeting-room services, mobility, and rationalization of overlapping platforms.
- Provide a high-touch, discreet, and resilient technology experience for executives while using lessons from executive support to improve the broader associate experience.
- Build security, privacy, responsible AI, resiliency, and tested rollback practices into workplace technology design, deployment, and operations.
- Lead the lifecycle, reliability, adoption, and rationalization of workplace platforms and vendors; make clear build, buy, standardize, and retire recommendations based on experience, risk, value, and total cost.
- Establish strong service governance and vendor accountability, including accurate reporting, trend-based insights, continuous improvement plans, and clear ownership through resolution.
- Create a culture of engineering excellence, learning, accountability, inclusion, and collaboration; develop leaders and build global capability across internal teams and strategic partners.
- Partner with Security, Retail Technology, HR, Legal, Compliance, Communications, Finance, Procurement, and regional business leadership to simplify employee journeys and improve adoption.
- Develop global leaders and technical teams, strengthen career paths and succession, and create a culture of engineering excellence, accountability, inclusion, partnership, and continuous learning.
- Market new workplace capabilities so associates understand what is available, adopt the services, and realize value.
Measures of Success- Improved associate and executive experience, productivity, and confidence in workplace technology.
- Reduced friction, repeat incidents, avoidable tickets, manual effort, and cross-team handoffs.
- Increased adoption of self-service, automation, AI-assisted support, and standardized workplace platforms.
- Improved device, application, meeting-room, and collaboration reliability through proactive detection and remediation.
- Clearer global accountability, stronger vendor performance, and consistent service quality across regions.
- Transparent portfolio value through XLA, DEX, service-quality, adoption, cost, and business-outcome reporting.
The Accomplished Individual Will Possess...- Significant leadership experience in global workplace technology, digital workplace, end-user computing, employee experience technology, or a closely related technology function.
- Experience leading a broad workplace portfolio that may include endpoint engineering and management, collaboration and productivity platforms, meeting-room technology, unified communications, workplace support, executive technology services, and device lifecycle services.
- Demonstrated success moving support organizations from reactive, ticket-driven operations toward proactive, automated, and experience-led services.
- Experience using DEX, observability, sentiment, service analytics, XLAs, or similar measures to identify friction and improve employee outcomes.
- Working knowledge of modern endpoint and collaboration ecosystems, including Microsoft 365, Teams, Windows, macOS, mobile platforms, endpoint management, virtual desktop, identity, and automation capabilities.
- Experience applying AI and automation to employee support, knowledge, provisioning, remediation, and workflow orchestration with appropriate security and responsible-use controls.
- Strong product and portfolio management capability, including roadmaps, prioritization, investment cases, adoption, value realization, lifecycle planning, and platform rationalization.
- Proven ability to lead global teams and strategic service providers, set clear expectations, challenge weak performance constructively, and create durable improvement through data and operating discipline.
- Ability to translate complex technology topics into clear business outcomes and influence senior leaders, peers, regional teams, and cross-functional partners.
- Strong financial and commercial judgment across budgets, vendor contracts, licensing, consumption, and total cost of ownership.
An Outstanding Professional Will Have...- A bachelor's degree in technology, engineering, business, or a related field, or equivalent practical experience.
- Typically 12+ years of progressive technology experience, including meaningful experience leading managers, global teams, and large-scale workplace services. Equivalent depth of experience will be considered.
- A customer- and employee-centered mindset with the ability to balance experience, security, reliability, cost, and speed.
- Executive presence with a practical, low-ego leadership style that promotes transparency, partnership, accountability, and continuous learning.
- Comfort operating through ambiguity, simplifying complex ownership models, and making decisions with imperfect information.
- Excellent written, verbal, and presentation skills, with the ability to communicate at both executive and engineering levels.
- Experience in retail, consumer, luxury, or another distributed global enterprise environment is preferred.
- Relevant industry certifications are helpful but not required.
Base Pay Range$185,000.00-$220,000.00
Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits.
