Lead, coach, and develop a globally distributed End User Services team responsible for delivering an exceptional support experience across every time zone, 24/5.
Own the strategy and day-to-day operations of EUS, including incident, request, problem, and change management, with measurable SLAs, CSAT, MTTA, and MTTR targets.
Administer and continuously improve the core Team Member SaaS stack, partnering with application owners on access, configuration, and lifecycle.
Scale support through automation, self-service, and AI, including ticket deflection through virtual assistants, knowledge base improvements, and runbook automation.
Partner with People Operations to deliver a world-class onboarding and offboarding experience, ensuring equipment and tooling readiness on day one.
Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations.
Serve as the senior escalation point into Security, IT Engineering, and Workplace, representing the Team Member voice in tooling and policy decisions.
Define and report on KPIs for EUS, using data to drive continuous improvement.

Everly Health Jobs