Director, Enterprise Tech Experience & AI Service

LinkedIn; Mountain View (CA); Hybrid; USD 188,000 - 308,000; Full time

Job summary

LinkedIn is seeking an Engineering Director for Enterprise Technology Experience to lead end-to-end employee tech initiatives across on-site, hybrid, and remote settings. You will own global support operations, MSP ecosystem, and AI-driven service transformation to improve reliability and employee satisfaction.

The role emphasizes experience-first leadership, metrics-driven delivery, and collaboration with Site Reliability, ITSM, and business stakeholders to scale a seamless technology

Qualifications

• B.A./B.S. Degree or higher in Computer Science, Information Systems, or related technical discipline, or equivalent practical experience.
• 12+ years of experience in enterprise technology, IT operations, or employee experience engineering, with 8+ years of people management experience.
• Experience leading global support operations, MSP ecosystems, or enterprise service delivery at scale.

Responsibilities

• Define and drive a multi-year vision for the global employee technology experience, balancing experience quality, reliability, velocity, and cost efficiency across on-site, hybrid, and fully virtual office models.
• Own global employee support operations end-to-end: service desk, tech bars/walk-up experiences, deskside services, executive support, and new-hire technology onboarding across all regions.
• Lead a multi-vendor MSP ecosystem, vendor strategy, contract negotiation, consolidation, and performance management, aligning investments and SLAs/XLAs to measurable experience outcomes.
• Drive AI and agentic transformation of the service experience: champion self-healing, autonomous triage, and virtual agent support so an increasing share of employee issues are detected by monitoring and resolved by automation before an employee has to report them.
• Establish and own experience-first measurement: shift the organization from employee-notified to monitor-detected incident discovery, and mature XLA/CSAT, time-to-restore, and deflection metrics that tie directly to how work feels for employees.
• Scale the virtual office operating model: deliver a consistent, high-quality technology experience for global offices without on-site IT presence, including remote support tooling, smart lockers/vending, and localized logistics.

Skills

Experience leadership

AI & automation

Incident & reliability

Employee experience

Education

Bachelor's degree or higher in CS/IS or related

Job description

LinkedIn is seeking an Engineering Director for Enterprise Technology Experience to lead end-to-end employee tech initiatives across on-site, hybrid, and remote settings. You will own global support operations, MSP ecosystem, and AI-driven service transformation to improve reliability and employee satisfaction.

The role emphasizes experience-first leadership, metrics-driven delivery, and collaboration with Site Reliability, ITSM, and business stakeholders to scale a seamless technology