Senior Manager End-User Experience
About The Position
The End User Experience Senior Manager (EUx Sr Mgr) champions a user-centric culture across the organization, driving strategies that enhance the experience of all technology users. This leader is responsible for understanding user needs, analyzing feedback, and implementing initiatives that improve satisfaction and productivity. The EUx Sr Mgr collaborates across IT and business functions to identify pain points, develop solutions, and ensure consistent, high-quality service delivery. This role also oversees the training and development of the End-User Experience team, monitors key performance indicators, and partners with divisional and regional leaders to align technology solutions with business requirements. This role can be located in Albany, NY, Parsippany, NJ or West Hartford, CT.
Requirements
- Bachelor's or master's degree in business, Marketing, Information Technology, or a related field, or equivalent experience.
- Proven experience in business relationship management, team leadership, and driving transformation initiatives.
- Familiarity with Agile, ITIL, or similar frameworks.
- Effective written, verbal, and phone communication skills are essential.
- Strong leadership and team development skills, including managing direct and indirect reports.
- Excellent communication skills—verbal, written, formal, and informal.
- High business acumen and strategic thinking.
- Ability to define, develop, and execute strategic plans.
- Experience working in cross-functional, matrixed organizations.
- Strong analytical skills to assess environments, capabilities, and performance.
- Ability to enforce IT policies and ensure compliance.
- Customer-centric mindset focused on improving user satisfaction and productivity.
- Problem-solving skills and adaptability in dynamic environments.
- Empathy and active listening to understand and address user pain points.
- Positive, solution-oriented attitude that motivates teams and drives results.
- Willingness to travel to end-user and non-end-user sites (30%-60% travel).
- Effective written, verbal, and phone communication.
- Proficiency in preparing documents and presentations.
- Ability to work for extended periods in a seated position.
Responsibilities
- Champion End-User Centricity: Foster a culture that prioritizes the needs and experience of end-users in all IT initiatives.
- Stakeholder Collaboration: Work closely with business leaders to ensure technology solutions meet evolving needs.
- Strategic Program Leadership: Design, implement, and optimize programs that deliver best-in-class end-user experiences.
- Continuous Improvement: Analyze feedback and performance data to identify opportunities for improvement and drive actionable change.
- Technology Lifecycle Management: Standardize and oversee deployment, management, recovery, and refresh of user-facing technology for software and hardware assets.
- Service Standards: Establish and maintain service guidelines to ensure consistent, high-quality support and build trust in IT services.
- Team Development: Lead a team of 15 - 20 technical staff, mentor, and develop the EUx team to deliver effective support and drive user satisfaction.
- Performance Monitoring: Track key metrics related to user satisfaction and service delivery, reporting insights and recommendations to leadership.
Benefits
- Highly competitive base pay
- Comprehensive medical, dental and disability benefits programs
- Group retirement savings program
- Health and wellness programs
- An inclusive culture that values opportunity for growth, development, and internal promotion
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
