IT Director, Member Experience

About the Role

Industrious aims to deliver a great day at work for all of our members and as our IT Director, Member Experience part of the Customer Experience team, you will play an important part in making our vision a reality. You will be responsible for delivering secure internet, phones, printers, AV, and support essential to our members' workplace experience through location set up and member services. Your goal will be to achieve high member satisfaction with our location IT by leveraging member survey feedback and granular network reporting to resolve issues and identify trends we can proactively get ahead of before they arise in other locations. As companies embrace more hybrid work arrangements, you will have the opportunity to shape an evolving workplace industry.

We're looking for someone who is excited about working with our network partner Essensys and implementing solutions to improve the services we offer to thousands of members. You will partner with our Internal IT team who is responsible for the company's information security, systems, and employee IT support to ensure compliance as we grow. You'll also partner with other business units to select and implement suitable technology that best meets the needs of our customers. You'll grow a Member IT team & culture that delivers excellent outcomes for member IT set up, customizations, and member support.

Our ideal candidate is someone that has experience with fast-growth multi-unit operations and supporting a complex range of business types and equipment, thinks strategically about how to scale member support as we quickly grow, and excels within a small, agile team.

This role will be based in New York City (HQ).

You'll love this role if:

• You thrive in a fast paced, continuously changing environment.
• You get energy from figuring out solutions to complicated problems. How can you creatively find a solution? How can you prevent this from happening again? How can you make trouble shooting easier for the team if it does arise again?
• You are metrics driven and enjoy leveraging data to identify themes, share them, and systematically work towards goals.
• You enjoy working cross-functionally and sharing and learning insights from your peers.
• You enjoy coaching people on how to tackle new types of challenges and also how to deliver consistent, quality, and timely customer service.
• You can get into the mindset of a typical office user as well as a corporate IT decision maker.
• You like outlining a strategy and rallying teams around it just as much as you like spending time with partners and customers.

This role isn't for you if:

• Your energy really comes from solving customer's challenges yourself (that's amazing but you won't be able to do this at scale).
• You get frustrated when others don't understand all the technical details as well as you do.
• You prefer to work from home most of the time.
• You find work, workplace experience, or commercial real estate really boring
• You thrive with a lot of structure and being guided on what exactly success looks like from the outset
• You rely on others to provide the latest insights versus using our data and conversations to form your own insights and point of view.