Senior Director, Client Operations & Employee Experience

Job Title:Senior Director, Client Operations & Employee Experience

Role Overview:

We are seeking a highly experienced, flexible strategic executive leader focusing on enhancing the employee experience within McAfee through innovative thinking, advanced processes / problem solving and technology.
This role will enhance our services for our internal end users, including IT ServiceDesk, Service Management and Client Support. Our goal is to drive a modern, relevant, frictionless, and secure Digital Experience for all our employees so they can thrive in a productive environment.
The role will also demand a highly skilled problem-solving mindset with a specific focus to enable our employees to use McAfee products (beta & fully released versions) and a centralized location for employees to give feedback. The employee feedback program aims to identify issues, bugs, and features in capabilities and triage them to the correct teams for resolution. The role will demand proactive interaction with the product and engineering teams.
This is a Hybrid position located in either San Jose, CA or Frisco, TX. You will be required to be onsite on an as-needed basis, typically 1 to 6 times a month. We are only considering candidates within a commutable distance to one of the two locations and are not offering relocation assistance at this time.

About the role:

• Lead the IT Service Desk in delivering frictionless experience for all internal employees.

• Manage our Service Management team in enhancing our processes & owning the service management platform to deliver a modern and relevant user experience.

• Lead the Client Support team in supporting all employees including office technology, and laptop compute services.

• Drive a rich onboarding experience for all employees and lead a team supporting our Executive staff.

• Lead Technology opportunities to drive holistic value throughout our organization.

• Design and own the internal employee feedback program focused on strengths, insights, and opportunities for our employees from a Technology standpoint and a McAfee product standpoint.

• Work closely with multiple functions throughout McAfee to integrate feedback into our technology approach or product iterations.

• Develop and implement a comprehensive internal feedback strategy to gather insights on McAfee products.

• Collaborate with cross-functional teams to incorporate feedback into product development cycles.

• Drive continuous improvement processes to enhance the effectiveness of our programs.

• Design an internal Beta Program, setting strategic objectives and ensuring alignment with company goals (includes the design through deployment)

• Oversee the planning, execution, communication, and analysis of beta tests for new products and services, including Identifying and recruiting suitable beta testers to ensure a diverse and representative sample.

• Ensure that feedback in both beta and feedback loops is documented and tracked to measure the impact on product enhancements.

• Facilitate regular meetings with stakeholders to discuss feedback and action plans.

About You:

• Proven experience in a senior management role.

• Minimum of 10 years in a leadership role.

• Strong strategic thinking and leadership skills.

• Strong problem-solving skills.

• Highly collaborative with strong interpersonal skills.

• Demonstrated ability to manage complex projects and drive cross-functional collaboration.

• Proficiency in using data and analytics to inform decisions and measure success.

• Analytical mindset with the ability to synthesize data and provide actionable insights.

• Proactive and has a can-do attitude.

• Proven skills with the ability to manage multiple priorities and deliver results in a fast-paced environment.

• Must possess excellent written and verbal communication skills, be highly organized, self-motivated, detail oriented and have a highly proactive approach.

#LI-Hybrid

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

The starting pay range for this position is $164,750.00-$270,665.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.

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