Director – Digital Workforce Operations

Essential Job Duties

• Strategic Infrastructure Management:
• Develop and execute 3-year technology infrastructure roadmap aligned with company growth trajectory
• Lead enterprise technology initiatives including O365 tenant consolidation, cloud infrastructure optimization, and office expansion projects
• Identify and implement AI-driven automation opportunities to enhance infrastructure management, predictive maintenance, and proactive IT support
• Design and implement scalable infrastructure solutions for remote/hybrid workforce of 600+ employees
• Drive technology standardization and automation to improve operational efficiency and reduce manual overhead


• Employee Technology Experience:
• Own end-to-end employee technology experience from onboarding through offboarding
• Establish and maintain SLA targets for helpdesk response (24 hours) and resolution (3-5 days)
• Implement self-service technology solutions to reduce helpdesk ticket volume and improve employee satisfaction
• Evaluate and implement AI agent architectures (e.g., digital assistants or bots) to streamline common IT requests, automate tier-1 support, and guide employees through self-service workflows
• Design technology onboarding experience for new hires that reflects company values and efficiency standards


• Vendor & Technology Management:
• Manage strategic vendor relationships for infrastructure, productivity tools, and enterprise applications
• Lead vendor negotiations and contract renewals with focus on cost optimization and service level improvements
• Evaluate and implement new technologies that enhance employee productivity and business operations
• Coordinate technology procurement processes and budget management for infrastructure needs


• Security & Compliance:
• Partner with InfoSec team to implement and maintain SOC2 and HIPAA compliance requirements
• Lead technology aspects of security audits and compliance assessments
• Implement security best practices for endpoint management, access controls, and data protection
• Coordinate security incident response for infrastructure and employee technology issues


• Cross-Functional Partnership:
• Collaborate with internal product teams to ensure infrastructure supports business system requirements
• Support Strategic Operations team on technology components of M&A integration projects
• Partner with HR on employee technology policies and remote work technology enablement
• Work with Finance on technology budgeting, forecasting, and cost allocation
• Champion innovation pilots with emerging tech (AI, RPA, LLM agents) to modernize the digital employee experience and support business agility


• Operational Excellence:
• Maintain 99.9% uptime for critical infrastructure services
• Manage monthly patching cycles and system maintenance with minimal business impact
• Implement monitoring and alerting systems for proactive issue identification and resolution
• Drive continuous improvement initiatives to reduce operational overhead and improve service delivery
• Use AI for anomaly detection, root cause analysis, and proactive resolution of infrastructure issues

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• Leadership & Management:
• 5+ years technology operations management experience with 2+ years leading technical teams
• Proven track record managing IT operations for companies with 500+ employees
• Experience scaling IT infrastructure and support for high-growth organizations
• Demonstrated experience driving org-wide technology transformations and change adoption during rapid scaling
• Strong vendor negotiation and relationship management skills


• Technical Expertise:
• Deep expertise in Microsoft 365/Azure ecosystem including tenant management and migration
• Experience with enterprise networking, VPN solutions, and multi-office infrastructure
• Hands-on experience with Active Directory, Intune, and enterprise endpoint management
• Understanding of cloud infrastructure (Azure preferred) and hybrid cloud architectures


• Business & Compliance:
• Healthcare industry experience with SOC2/HIPAA compliance requirements preferred
• ITIL or similar service management framework experience
• Budget management and technology cost optimization experience
• Understanding of information security principles and risk management


• Communication & Process:
• Excellent communication skills with ability to explain technical concepts to business stakeholders
• Experience with project management methodologies and cross-functional coordination
• Strong problem-solving skills with focus on root cause analysis and preventive measures
• Ability to balance competing priorities and manage resources effectively


• Preferred Qualifications:
• Healthcare SaaS industry experience
• Experience with remote workforce technology enablement
• Relevant certifications (Microsoft, ITIL, security frameworks)
• Experience deploying AI agent frameworks (e.g., service desk bots, workflow agents) or integrating AI in IT operations workflows
• Experience supporting product development and engineering teams

Success Metrics

• Employee technology satisfaction scores and feedback
• Helpdesk SLA compliance (24-hour response, 3-5 day resolution)
• Reduction in manual ticket volume via AI-driven automation; adoption rates of digital agents for IT support
• Infrastructure uptime and reliability metrics (99.9% target)
• Security compliance audit results and incident response times
• Technology cost optimization and budget variance management
• Project delivery success for major infrastructure initiatives