Engineering Director - Enterprise Technology Experience

Company DescriptionLinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that's built on trust, care, inclusion, and fun – where everyone can succeed.Join us to transform the way the world works.Job DescriptionAt 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 LinkedIn's 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 employee's felt experience is the primary product, and treats operational metrics, automation, and reliability engineering as the means to that end.Roles and ResponsibilitiesDefine 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.QualificationsBasic QualificationsB.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 QualificationsDemonstrated 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 SkillsEmployee Experience & Service DeliveryLeadershipAI & Service AutomationVendor & MSP ManagementIncident & Reliability ManagementYou will Benefit from our CultureWe 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 $188,000 to $308,000. 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 .Additional InformationEqual Opportunity Statement 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.LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.If you need a Reasonable Accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us and describe the specific Accommodation requested for a disability-related limitation. Fill out an Accommodation request here: accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:Documents in alternate formats or read aloud to youHaving interviews in an accessible locationBeing accompanied by a service dogHaving a sign language interpreter present for the interviewA request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.San Francisco Fair Chance Ordinance ​Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.Pay Transparency Policy Statement ​As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: Data Privacy Notice and Compliance Posters for Job Candidates Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: Full-timeFunction: EngineeringExperience level: DirectorIndustry: Internet