Global Employee Experience Engineering Director

LinkedIn; California (MO); Hybrid; USD 188,000 - 308,000; Full time

Job summary

LinkedIn is seeking a seasoned leader to own the strategy and outcomes for the global employee technology experience. You will manage end-to-end support operations, MSP ecosystems, and artificial intelligence-driven service transformation to shift from reactive ticketing to proactive, agent-assisted resolution.

You will drive experience-first metrics, collaborate with reliability and service management teams, and scale the virtual office model while ensuring cost efficiency and high-quality

Qualifications

• 12+ years in enterprise technology, IT operations, or employee experience engineering.
• 8+ years of people management experience.
• Experience leading global support operations or enterprise service delivery at scale.
• Experience transforming reactive IT into proactive, experience-first service organizations.

Responsibilities

• Define and drive a multi-year vision for the global employee technology experience across on-site, hybrid, and virtual offices.
• Own global employee support operations end-to-end: service desk, tech bars, deskside services, onboarding across regions.
• Lead multi-vendor MSP ecosystem, contracts, consolidations, and SLA/XLA alignment to outcomes.
• Drive AI and agentic transformation of the service experience with self-healing and autonomous triage.
• Establish experience-first metrics and monitor-detected incident discovery with CSAT and time-to-restore.
• Partner with Site Reliability and Service Management on incident response and blameless post-incident learning.
• Scale virtual office operating model with remote support tooling and localized logistics.
• Oversee enterprise app support and reliability for SaaS and internal applications.
• Support live media and events, from executive all-hands to global broadcasts.

Skills

Employee Experience & Service Delivery

Leadership

AI & Service Automation

Vendor & MSP Management

Incident & Reliability Management

Education

Bachelor's degree in Computer Science/Information Systems or related field

Tools

ServiceNow

Oracle Service Cloud/Fusion

Salesforce

Job description

LinkedIn is seeking a seasoned leader to own the strategy and outcomes for the global employee technology experience. You will manage end-to-end support operations, MSP ecosystems, and artificial intelligence-driven service transformation to shift from reactive ticketing to proactive, agent-assisted resolution.

You will drive experience-first metrics, collaborate with reliability and service management teams, and scale the virtual office model while ensuring cost efficiency and high-quality