Engineering Director Enterprise Technology Experience

At LinkedIn our approach to flexible work is centered on trust and optimized for culture connection clarity and the evolving needs of our business. The work location of this role is hybrid meaning it will be performed both from home and from a LinkedIn office on select days as determined by the business needs of the team.

The Enterprise Technology Experience (ETE) organization delivers the technology experience for every LinkedIn employee from the moment they open their laptop to the moment a global all-hands goes live. The team owns Employee Technology Foundations Media (Live/Video/Events) Enterprise Application Support and Reliability and an Agentic Service Platform that is transforming how employees get help and how the enterprise detects and resolves issues before employees ever notice them.

We are seeking a seasoned operations and experience leader to own strategy execution and outcomes for LinkedIns global employee technology experience. This leader will be responsible for the end-to-end experience portfolio: global employee support operations and managed service provider (MSP) ecosystems on-site and virtual office experience models employee-facing incident response and the AI-driven service transformation that is shifting the organization from reactive ticketing to proactive agent-assisted monitor-detected resolution.

This is not a traditional IT support leadership role. The right candidate leads with experience-first thinking where the employees felt experience is the primary product and treats operational metrics automation and reliability engineering as the means to that end.

Roles and Responsibilities

• Define and drive a multi-year vision for the global employee technology experience balancing experience quality reliability velocity and cost efficiency across on-site hybrid and fully virtual office models.

• Own global employee support operations end-to-end: service desk tech bars/walk-up experiences deskside services executive support and new-hire technology onboarding across all regions.

• Lead a multi-vendor MSP ecosystem vendor strategy contract negotiation consolidation and performance management aligning investments and SLAs/XLAs to measurable experience outcomes rather than ticket throughput alone.

• Drive AI and agentic transformation of the service experience: champion self-healing autonomous triage and virtual agent support so an increasing share of employee issues are detected by monitoring and resolved by automation before an employee has to report them.

• Establish and own experience-first measurement: shift the organization from employee-notified to monitor-detected incident discovery and mature XLA/CSAT time-to-restore and deflection metrics that tie directly to how work feels for employees.

• Partner with Site Reliability and Service Management functions on employee-facing incident response clear communications predictable escalation and blameless post-incident learning for high-severity events affecting the workforce.

• Scale the virtual office operating model: deliver a consistent high-quality technology experience for global offices without on-site IT presence including remote support tooling smart lockers/vending and localized logistics.

• Oversee enterprise application support and reliability for the business-critical SaaS and internal application portfolio ensuring clear ownership escalation paths and reliability standards.

• Support world-class media live event and broadcast experiences in partnership with events and communications stakeholders from executive all-hands to global broadcast moments.

• Establish annual goals/OKRs and measurable outcomes tied to experience health operational efficiency and TCO (e.g. monitor-detected rate XLA attainment deflection/automation rate cost per employee supported).

• Scale org effectiveness across globally distributed teams and blended workforce models (FTE contingent MSP); ensure strong on-call runbooks knowledge management and incident leadership practices.

• Hire coach and grow a diverse leadership bench (Sr. Managers Managers Staff ICs); foster a culture of clarity accountability craftsmanship and bias for action.

• Responsible for defining/deciding employee-level hardware standards (laptops monitors peripherals etc.) and forecasting global purchasing for this hardware.

• Compliance & audit responsibilities - SOX controls MSFT audits etc.

Qualifications :

Basic Qualifications

• B.A./B.S. Degree or higher in Computer Science Information Systems or related technical discipline or equivalent practical experience.

• 12 years of experience in enterprise technology IT operations or employee experience engineering with 8 years of people management experience.

• Experience leading global support operations managed service provider ecosystems or enterprise service delivery at scale.

Preferred Qualifications

• Demonstrated outcomes transforming reactive IT support organizations into proactive experience-first automation-driven service organizations.

• Hands-on leadership deploying AI/agentic capabilities in enterprise service contexts virtual agents autonomous triage self-healing endpoints and intelligent deflection.

• Deep experience with experience-level agreements (XLAs) employee sentiment measurement and telemetry-driven proactive detection (DEX platforms endpoint analytics).

• Track record of managing multi-vendor/MSP environments and large operating budgets tied to business outcomes including global RFPs consolidations and renewals.

• Experience operating blended and distributed workforce models including significant workforce transitions while sustaining service quality and team culture.

• Familiarity with ITSM/ITIL practices and modern service management platforms and with evolving them rather than being constrained by them.

• Experience supporting live media events and executive broadcast environments is a plus.

• Exceptional stakeholder management with executive communication and data-driven decision-making.

• Ability to clearly communicate with all levels of the organization and across functions and translate strategy to execution.

• Strong analytical and communication skills with the ability to influence and work effectively across organizational boundaries.

• Ability to maintain good judgment in fast-paced high-stress environments including major incident conditions.

• Ability to innovate and scale ideas/processes to large teams.

• Deep CRM System expertise (ServiceNow Oracle Service Cloud / Fusion Salesforce etc.) - ability to understand dive into and suggest workflow changes that sit on the back-office side of the employee support experience.

Suggested Skills

• Employee Experience & Service Delivery

• Leadership

• AI & Service Automation

• Vendor & MSP Management

• Incident & Reliability Management

You will Benefit from our Culture

We strongly believe in the well-being of our employees and their families. That is why we offer generous health and wellness programs and time away for employees of all levels.

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $188000 to $308000. Actual compensation packages are based on several factors that are unique to each candidate including but not limited to skill set depth of experience certifications and specific work location. This may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include annual performance bonus stock benefits and/or other applicable incentive compensation plans. For more information visit Information :

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We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race color religion creed gender national origin age disability veteran status marital status pregnancy sex gender expression or identity sexual orientation citizenship or any other legally protected class.

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No

Employment Type :

Full-time