Stanley Black & Decker, Inc.

Director, Executive Experience

Stanley Black & Decker, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Maryland, North Carolina • 🇺🇸 United States

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Salary

💰 $131,200 - $226,320 per year

Job Level

Lead

About the role

  • Responsible for the full lifecycle management of the Executive Experience service tower and acts as the single point of accountability for the technology experience of senior leaders and executives globally.
  • Bridges the gap between executive business needs and IT service delivery by ensuring a world-class, proactive and personalized technology experience.
  • Leads a dedicated Executive Experience team, manages vendor performance, and partners closely with senior stakeholders, including the C-suite, to ensure seamless, frictionless IT support for executives.
  • Drives continuous improvement by leveraging experience analytics, sentiment measurement, and proactive service models.
  • Define and deliver a global executive experience strategy and roadmap, aligned with the IT Operations vision.
  • Lead and manage a high-performing Executive Experience team, ensuring exceptional, white-glove support to senior leaders and board members.
  • Oversee the delivery of executive technology services, ensuring alignment to experience objectives, SLAs, and quality standards.
  • Partner with IT Operations, Service Experience, and IT Communications teams to ensure rapid incident resolution and seamless request fulfilment for executives.
  • Implement experience analytics and sentiment measurement tools to proactively identify friction points and improve executive satisfaction.
  • Oversee vendor and MSP delivery models to maintain high-quality, globally consistent services.
  • Drive proactive readiness for executive engagements, including board meetings, investor calls, and other high-profile events.
  • Act as a trusted advisor to senior leaders and executive assistants, helping them maximize the value of collaboration tools and digital workplace technologies.
  • Provide consolidated reporting on executive service performance, sentiment trends, and improvement initiatives.
  • Champion a continuous improvement mindset, leveraging data to enhance executive productivity and drive measurable business outcomes.

Requirements

  • Undergraduate degree and 10+ years relevant experience, or Graduate degree and 8-10 years relevant experience.
  • 10+ years of IT Operations, End-User Services, or Digital Workplace leadership experience, including global scope.
  • 5+ years leading teams with direct people management responsibility.
  • Proven experience delivering VIP/white-glove IT support services in a complex, enterprise environment.
  • Prior experience in executive stakeholder engagement, including direct interaction with C-suite leaders.
Benefits
  • Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
  • Discounts on Stanley Black & Decker tools and other partner programs.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT OperationsEnd-User ServicesDigital Workplaceexperience analyticssentiment measurementvendor managementservice deliveryincident resolutionreportingcontinuous improvement
Soft skills
leadershipstakeholder engagementcommunicationteam managementproblem-solvingstrategic thinkingcollaborationcustomer serviceadaptabilitytrustworthiness