VP, Associate Support & Digital Experience
Core
Leading global end-user support operations, digital employee experience (DEX), and onsite services for 20,000+ associates across 80+ professionals in India and major office locations.
Role type
VP, Associate Support & Digital Experience
Builds
24/7 Global Service Desk, Level 2 support functions, DEX initiatives, and proactive monitoring dashboards.
Domain
Enterprise IT Operations / End-User Computing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global support leadership, distributed 24/7 operations management, ticket volume reduction, automation strategy, support analytics, ITIL practices, DEX improvement, stakeholder management, team leadership
Preferred skills
ITIL certification, AI-driven support models, virtual agents
Technologies
ServiceNow, Power BI
Responsibilities
Own 24/7 global help desk operations across India and onsite locations; Lead Level 2 support and bridge gaps with Tier 3; Drive DEX measurement and proactive remediation; Oversee onsite support teams at major locations; Execute ticket reduction and automation agendas; Build and monitor proactive monitoring dashboards and leading indicators; Lead, mentor, and develop a global organization of 80+ professionals.
Seniority
VP, strategic leadership & large-scale team management
