Product Designer

• Develop and execute a multi-year strategy for end-user support and experience that aligns with Flexential’s company goals.
• Define the future state of our service desk, incorporating advanced tools, processes, and technologies
• Oversee all service desk operations, ensuring the delivery of timely, high-quality, and scalable support services for both internal employees and external customers.
• Build and mature a follow-the-sun support model to serve our nationwide data center footprint
• Implement and manage a robust set of KPIs and user experience metrics (such as CSAT, NPS/eNPS, and task completion rates) to drive continuous improvement.
• Use data to identify systemic issues and prioritize preventative actions over reactive fixes.
• Champion the adoption of ITIL-based processes and modern service management technologies.
• Evaluate and implement new tools (e.g., AI-powered support, automation) to optimize operations and enhance the user journey.
• Establish and maintain strong relationships with senior leadership and other departments to ensure end-user support strategies are integrated with Flexential’s North Star objectives.
• Act as the voice of the user, using feedback and data to influence the design and functionality of internal and client-facing IT systems. Ensure that every user interaction reflects our company's commitment to exceptional service.
• Lead a team of employee and contract infrastructure support professionals in establishing a forward-looking culture built on ownership, excellence, and customer-centricity that positions Flexential for long-term success.
• Mentor and motivate support professionals across locations, creating an environment where team members are energized to deliver exceptional customer experiences and take pride in their technical expertise.
• Design and implement strategic career pathing frameworks that align individual strengths and aspirations with organizational needs, ensuring the right people are positioned for maximum impact.
• Develop comprehensive technical training programs and individualized career development plans that build team capabilities and advance professionals toward their next level of contribution.

Senior Director, Service Desk – End User Experience

Director of Product Design

End User Experience Engineer – EUC

Senior Product Designer, Benefits

User Experience Strategist

Lead UX/UI Designer