VP, Corporate Technology Operations & Support

WeWork - New York, NY3.2

Position: VP, Global Operations & Support, Corporate Technology

Reporting to: SVP, Head of Corporate Technology

WeWork’s Vice President of Global Corporate Technology Operations & Support will will have a passion for technology, process improvement, and business transformation along with a desire to relentlessly champion best practices in a hyper-growth and dynamic environment. You will lead the global operations & support team responsible for first line corporate technology services to support our explosive growth trajectory as we fulfill our mission to create a world where people work to make a life, not just a living.

The Vice President of Corporate Technology Operations & Support will lead a team located in New York and teams in all major markets around the globe. You will be responsible for supporting the corporate technology services spanning every business function, product line, and region.

The successful candidate will provide overall leadership and direction to the global support teams for the full range of technical issues and problems, including the most complex situations that require in-depth technical knowledge. You will build an environment based on best-in-class practices, tools, and systems aimed at delivering unparalleled employee experience. This position reports into the Head of Corporate Technology and will be part of the Corporate Technology Leadership team; consisting of Corporate Business Systems, Corporate Technology Infrastructure. and Corporate Transformation.

Key Responsibilities

The Vice President of Global Corporate Technology Operations & Support will have a number of critical responsibilities focused on partnering with the business, financial discipline and vendor management, building a world-class global team, scaling processes, and innovating disruptive solutions.

Partnering with the Business:
In conjunction with other members of the Corporate Technology team, be a trusted advisor to internal leaders by seeing the big picture and translating business strategies into actionable technology roadmaps and project plans

Partner and influence across the business functions and product lines to centralize first line technology support

Partner with decision-makers across the company to identify, recommend, develop, implement, and support technology solutions for all aspects of the company

Facilitate the standardization of hardware, mobile, and desktop platforms in the best interest of WeWork business units

Interacts seamlessly with executive level management and business lines leading all aspects of escalation management and tiger teams to resolve complex support challenges

Demonstrated ability to partner in a matrixed organization to drive key critical decisions and resolve complex problems

Financial Discipline and Vendor Management:
Identifying the right balance of in-house versus professional consultants to meet the demand for services

Negotiate favorable software and professional services contracts with reputable vendors

Manage complex and rapidly changing global budgets

Drive effective governance and engagement with partners and suppliers to ensure cost effectiveness and timely deliverables

Continuing to Build a World Class Global Team:
Develop high performing corporate technology support professionals through ongoing opportunities for professional development, mentorship, and coaching

Share knowledge and best practices within the corporate technology operations and support team, as well as broadly within the organization to ensure that WeWork’s corporate technology support is highly effective and valued

Scale the corporate technology operations and support team globally, ensuring we have the right resource allocation, ratio of support, and subject matter experts

Be an inspirational leader who can attract and retain quality people globally to the organization and develop these individuals into a cohesive geographically distributed team

Scaling our Processes & Metrics Dashboard:
Manage a 24X7 service desk that supports critical business processes, including high volume onboarding of new hires, end-user support across all devices, merger & acquisition integrations, infrastructure troubleshooting, audio visual, and executive support

Drive a customer service mindset; measuring success using goals and best-in-class metrics

Develop, maintain, and optimize Service Level Agreements, standardize and improve operational support processes, and create best of the class customer experience for WeWork when it comes to corporate technology services

Innovating solutions that disrupt outdated or manual practices

Be an agent of change and an innovative problem-solver who can generate scalable solutions to business problems with speed, agility and high quality

Build a best-in-class Global Knowledge Base of end-user documentation

Create an unparalleled employee technology experience that represents our culture

Benchmark, analyze, report, and make recommendations for the improvement and growth of WeWork’s corporate technology operations, services, and business systems

Skills and Professional Requirements

Bachelor’s degree in computer science, business, or a related discipline required; MBA highly desirable

Experience supporting foundational technology, infrastructure, and client services in a consumer-facing / consumer service industry (particularly hospitality or retail) or high-volume professional services desirable

15+ years of relevant professional experience, with a minimum of 10 years in a leadership role with direct technical responsibility for leading global enterprise technology operations and support at either a best-in-class global company or high growth startup

A minimum of 7 years of experience leading a team of 50+ individuals either direct or matrixed, including experience leading a global team

Track record of regular interaction with senior-level executives in Fortune 1000 or equivalent is desirable

Experience with ITIL, Agile, Sarbanes-Oxley Technology Controls, and ISO27001 is required

Experience with G-Suite, Atlassian, Slack, Zoom, Dropbox, and OneLogin highly desirable

Certifications such as Lean Six Sigma and Agile highly desirable

Experience working within a global environment supporting multiple regions and time zones.

Must be available for occasional travel, both domestically and internationally

Critical Skills & Behaviors for Success

Gets things done, with both a short and long-term view in mind

Pragmatic and outcome-oriented, leveraging data to make decisions

Thrives in a fast paced, agile environment with exceptional organizational skills and ability to re-prioritize on a consistent basis

Exemplary planning skills with a high degree of detail orientation

A hands-on and adaptable leadership style with commitment to driving results

Thought leader who can scale a business:
Thought leader for peers, clients, as well as team, getting to root causes of issues

Can play “high and low”, operating at both a strategic and tactical level as needed

Strong presenter, demonstrating the aptitude of communicating clearly and effectively to upper management and all levels across departments

Collaboration focus in all interactions:
Provide coaching and learning opportunities to teams ensuring leading edge practices

Influential to executives, colleagues, and peers coming from a “we” orientation

Highly collaborative with the ability to build trusting relationships across a diverse, global workforce with an understanding and openness to different cultures to be a leading example of a global citizen

Known for honesty and integrity