Director, Digital Workplace Operations

About this role

Job Summary: The Director of End User Operations will lead a global technology team responsible for supporting and delivering the digital end user experience (Service Desk, Deskside Level 1 & 2 teams) across the organization.

DW Operation’s mission is to optimize and evolve the employee technology experience, enable productivity, and increase efficiency by offering inspired secure solutions and expert level support to the BlackRock community.

The ideal candidate will bring over 15 years of relevant experience, 5 of which managing global support teams, with a strong focus on user experience and end-user support. They will be at the helm of ensuring top-tier end-user support and services in a global operations setting, driving innovation and operational efficiency.

Key Responsibilities:

• Develop and execute a digital workplace strategy across the global Service Desk and Deskside support teams, that aligns with the company’s business goals and technology transformation initiatives.
• Manage a large and diverse global cross-functional team while ensuring developing scalable, sustainable solutions that are data driven and focused on user experience.
• Analyze data to identify trends, make informed decisions, and drive continuous improvement.
• Oversee the management of digital workplace platforms, ensuring their reliability, performance, and user satisfaction.
• Ensure regulatory compliance and adherence to industry standards and regulatory bodies.
• Manage financial resources, including budgeting, forecasting, and cost optimization for the End User operational teams.
• Collaborate with stakeholders to understand their needs and incorporate feedback into digital solutions.
• Stay abreast of emerging technologies and best practices in the areas of end-user support and major incident management.

Qualifications:

• Minimum 15 years experience in technology operations, preferably in the financial services industry, with at least 5 years leading and transforming teams.
• Strong background in digital user experience and operations.
• Skilled in agile methodology, coaching, and mentoring individuals.
• Excellent problem-solving, networking, and performance management skills.
• Experience with desktop technology support, Service Desk, levels 1-2.
• Skilled at establishing strong relationships with and influencing executive stakeholders.
• Experienced in strategic staffing, including strategic partners to shared outcomes with clear accountabilities, standards, and metrics.
• Proven track record of delivering complicated multi-regional projects.
• Strong leadership skills and the ability to manage a diverse team.
• Excellent communication, negotiation, and interpersonal skills.
• Knowledge of regulatory requirements specific to the financial services industry

For New York, NY Only the salary range for this position is USD$200,000.00 - USD$275,000.00 . Additionally, employees are eligible for an annual discretionary bonus, and benefits including heath care, leave benefits, and retirement benefits. BlackRock operates a pay-for-performance compensation philosophy and your total compensation may vary based on role, location, and firm, department and individual performance.

Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.

BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email [email protected]. All requests are treated in line with our privacy policy.

BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.