Global Digital Operations Director & AI Enablement

Care.org; Atlanta (GA); On-site; USD 150,000 - 210,000; Full time

Job summary

CARE.org is seeking a Director, Global Digital Support to unify fragmented US Digital, Manila Digital, and Country Office IT support into a single global operating model with shared processes and a common service platform (Jira).

The role will drive AI automation, self-service, and support bots to increase efficiency, and establish global support metrics, KPIs, reporting, and dashboards to improve user experience worldwide.

Responsibilities

• Integrate US Digital IT support, Manila Digital IT support, and Country Office IT support staff into one cohesive, globally managed support community.
• Define and implement the target operating model to unify Country Office, Regional, and HQ support functions as one team.
• Establish a global RACI framework across Digital IT staff, Regional Leads, and CO IT for network, hardware, apps, and policy enforcement.
• Foster collaboration, knowledge-sharing, and continuous improvement across time zones and regions with structured global rhythms.
• Recruit, coach, and develop support leaders across regions; build succession depth and career pathways.
• Lead the global rollout and adoption of Jira as the single system of record for all digital support requests and incidents.
• Retire or consolidate legacy tools; standardize intake channels, SLAs, and escalation workflows.
• Partner with Enterprise Applications and Information Security to integrate Jira with monitoring, asset management, and cybersecurity tooling.
• Design and implement a global customer self-service portal and knowledge base.
• Deploy AI-powered support bots and automated triage/routing to accelerate first-response time and 24/7 coverage.
• Identify and automate repetitive, high-volume support workflows using AI and workflow automation tools.
• Champion AI adoption across the Digital support community and CO staff in partnership with the AI Advisory Council.
• Define global KPIs and dashboards for CIO and regional stakeholders; monitor service levels and user experience.
• Use data analysis to identify issues and demonstrate measurable improvements in global user experience.

Job description

CARE.org is seeking a Director, Global Digital Support to unify fragmented US Digital, Manila Digital, and Country Office IT support into a single global operating model with shared processes and a common service platform (Jira).

The role will drive AI automation, self-service, and support bots to increase efficiency, and establish global support metrics, KPIs, reporting, and dashboards to improve user experience worldwide.