GLOBAL DIGITAL OPERATIONS DIRECTOR

CARE USA•Atlanta, GA

About The Position

CARE is establishing a Director, Global Digital Support role to unify its fragmented global support model into a cohesive, collaborative Global Digital Support community. The current model comprises separate US Digital, Manila Digital, and Country Office (CO) IT teams with inconsistent tools, standards, and accountability, which slows enterprise policy adoption, increases cybersecurity risk, and limits AI adoption. Reporting directly to the Chief Information Officer, the Director will integrate US Digital IT support, Manila Digital IT support, and CO IT support staff into one global operating model with shared processes, Jira as a common service platform, consistent enforcement of digital policies and standards, and a unified customer experience. The Director will drive AI automation, customer self-service, and support bots to improve efficiency, and establish global support metrics, KPIs, reporting, and dashboards to continuously improve user experience and productivity worldwide.

Responsibilities

Integrate US Digital IT support, Manila Digital IT support, and Country Office IT support staff into a cohesive, globally managed support community with clear reporting lines, shared goals, and a common operating rhythm.
Define and implement the target operating model, aligned to the proposed matrixed structure with Regional Digital Leads, so Country Office, Regional, and HQ support functions work as one team.
Establish a global RACI framework clarifying responsibilities across Digital IT staff, Regional Digital Leads, and CO IT staff for network, hardware/accounts, application support, and policy enforcement.
Foster collaboration, knowledge-sharing, and continuous improvement across time zones and regions through structured, recurring global rhythms.
Recruit, coach, and develop support leaders and staff across regions, building succession depth and career pathways.
Lead global rollout and adoption of Jira Service Desk Management as the system of record for digital support requests, incidents, problems, and change tickets across HQ, Manila, and Country Offices.
Retire or consolidate legacy, regional, and shadow ticketing tools; standardize intake channels, ticket categorization, SLAs, and escalation workflows.
Partner with Enterprise Applications and Information Security teams to integrate Jira with monitoring, asset management, and cybersecurity tooling.
Design and implement a global customer self-service portal and knowledge base to resolve common requests without a live agent.
Deploy AI-powered support bots and automated triage and routing to accelerate first-response time, reduce Tier 1 workload, and enable 24/7 coverage across regions.
Identify and automate repetitive, high-volume support workflows, such as account provisioning, password resets, and standard software installs.
Champion practical AI adoption across the Digital support community and CO staff, building AI literacy and identifying use cases with the AI Advisory Council.
Define consistent global support KPIs, including first-response time, resolution time, ticket backlog and aging, CSAT, self-service deflection rate, cybersecurity tool adoption, and policy compliance.
Build real-time dashboards and regular reporting for the CIO, Digital leadership, and Regional/CO stakeholders to track service levels, user experience, and productivity trends.
Use data and trend analysis to identify systemic issues, prioritize investments, and demonstrate measurable improvement in global user experience.