JOB SUMMARY: CARE is establishing a new Director, Global Digital Support role to unify a currently fragmented global support model into one cohesive, highly collaborative Global Digital Support community. Today, digital and IT support is delivered through separate US Digital, Manila Digital, and Country Office (CO) IT teams operating with inconsistent tools, standards, and accountability, which slows enterprise policy adoption, elevates cybersecurity risk, and limits the pace of AI adoption across the organization. Reporting directly to the Chief Information Officer, the Director will integrate US Digital IT support, Manila Digital IT support, and Country Office IT support staff into a single global operating model with shared processes, a common service platform (Jira), consistent enforcement of digital policies and standards, and a unified customer experience. The Director will drive the adoption of AI automation, customer self-service, and support bots to increase efficiency, and will establish global support metrics, KPIs, reporting, and dashboards to continuously improve user experience and productivity worldwide. RESPONSIBILITIES: Lead and manage a Globally integrated Digital Support Organization Integrate US Digital IT support, Manila Digital IT support, and Country Office IT support staff into one cohesive, globally managed support community with clear reporting lines, shared goals, and a common operating rhythm. Define and implement the target operating model (aligned to the proposed matrixed structure with Regional Digital Leads) so that Country Office, Regional, and HQ support functions work as one team rather than in silos. Establish a global RACI framework that clarifies responsibility, accountability, consultation, and information roles across Digital IT staff, Regional Digital Leads, and CO IT staff for network, hardware/accounts, application support, and policy enforcement. Foster a culture of collaboration, knowledge-sharing, and continuous improvement across time zones and regions, replacing today's ad hoc, senior-leader-level coordination with structured, recurring global rhythms. Recruit, coach, and develop support leaders and staff across regions; build succession depth and career pathways within the global support community Optimize the use of request management solutions as the Global Digital Support Platform Lead the global rollout and adoption of Jira (Service Desk Management) as the single system of record for all digital support requests, incidents, problems, and change tickets across HQ, Manila, and Country Offices. Retire or consolidate legacy, regional, and shadow ticketing tools; standardize intake channels, ticket categorization, SLAs, and escalation workflows. Partner with Enterprise Applications and Information Security teams to integrate Jira with monitoring, asset management, and cybersecurity tooling for end-to-end visibility Drive Operation AI Automation, Self-Service, and Efficiency Design and implement a global customer self-service portal and knowledge base so common requests can be resolved without a live agent. Deploy AI-powered support bots and automated triage/routing to accelerate first-response time, reduce Tier 1 workload, and enable 24/7 coverage across regions. Identify and automate repetitive, high-volume support workflows (e.g., account provisioning, password resets, standard software installs) using AI and workflow automation tools. Champion practical AI adoption across the Digital support community and CO staff, building AI literacy and identifying new use cases in partnership with the AI Advisory Council. Establish Global Metrics, KPIs, Reporting, and Dashboards Define a standard set of global support KPIs (e.g., first-response time, resolution time, ticket backlog/aging, CSAT, self-service deflection rate, cybersecurity tool adoption %, policy compliance %) applied consistently across HQ, Manila, and CO support teams. Build real-time dashboards and regular reporting for the CIO, Digital leadership, and Regional/CO stakeholders that track service levels, user experience, and productivity trends. Use data and trend analysis to identify systemic issues, prioritize investments, and demonstrate measurable improvement in global user experience over time.
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