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Department Manager of Digital Workplace & Employee Experience

June 1, 2026

Overview As the Department Manager of Digital Workplace & Employee Experience at Con Edison, you will be responsible to deliver a reliable, modern and AI-enabled digital environment to Con Edisons employees. You will lead the IT Operations function, including Service Desk, End User & Executive Support, NOC & Infrastructure Operations, IT Incidents & Major Incidents Response, with a goal to continuously improve reliability and reduce outages and MTTR, and introduce an SRE/AIOps operating model. Your portfolio will also include user devices (laptop/desktop and mobile/tablet) engineering & management, as well as audio/video technologies in conference rooms, with a mission to enable an AI-powered Digital Workplace, improve the employee experience and empower Con Edison employees to serve their customers and the people of NYC with a highly reliable, performant and intuitive technology environment. Responsibilities Core Responsibilities <ul><li>Lead the SRE Operations Center, that combines the Service Desk and IT incident management functions, leveraging ITSM industry platforms. Ensure that consistent business processes are followed with standard SLAs, seeking to continuously reduce outages & MTTR and organizing the team and partners with an effective 24x7 support and escalation path.</li><li>Transform IT Operations into a Site Reliability Engineering operating model, leveraging AI capabilities and automation provided by the SRE/AIOps platforms organization, establishing a close partnership to prioritize features improving IT Operations efficiency and reliability.</li><li>Drive process engineering and optimization to align IT operations with AIOps capabilities and industry frameworks (e.g., ITIL) for scalable, modern service delivery.</li><li>Select and manage MSP vendor(s) involved in IT Operations, establishing a solid KPI framework and a customer-centric approach targeting high user satisfaction scores.</li><li>Lead the user devices (laptops, mobile phones, tablets, etc.) function and associated budget, ensuring a strong Employee Experience and an industry-leading Cyber Security posture. Lead the desktop engineering function through the entire assets lifecycle. Infuse AI in Digital Workplace.</li><li>Implement and manage modern audio/video technologies in conference rooms, infusing AI and ensuring a seamless integration with the Digital Workspace ecosystem.</li><li>Lead the End User Support & Executive Support functions, with a customer-centric approach targeting high user satisfaction scores.</li><li>Measure and improve employee experience leveraging capabilities and automation provided by the SRE/AIOps platforms organization, establishing a close partnership.</li><li>Drive AI adoption in Digital Workplace & Service Desk, making each interaction with users an opportunity to learn.</li><li>Maintain solid relationships with IT infrastructure/cloud & network engineering and business applications leaders, coordinating prod changes to ensure reliability and Root Cause Analysis (RCA) through in-depth blameless postmortems.</li><li>Industry Leadership: engage externally with leading technology partners and participate regularly in conferences to proactively identify new trends and adjust the portfolio technology roadmap.</li><li>People Leadership: coach the team, identify and nurture talents, ensure that everyone is given the opportunity to achieve their full potential. Ability to rally the team around a strong vision for the future leveraging AI and technology.</li><li>Lead and optimize the department budget, negotiating as needed with the vendors and partners through Sourcing.</li><li>Ensure compliance with regulations and laws related to data privacy, critical infrastructure and cyber security.</li><li>Plan, coordinate, and execute projects and initiatives supporting the broader strategic goals of the business. </li></ul>Qualifications Required Education/Experience <ul><li>Bachelor's Degree in Computer Science, Information Technology, or a related field and 12 years relevant experience or</li><li>Master's Degree in Computer Science, Information Technology, or a related field and 10 years relevant experience. </li></ul>Preferred Education/Experience <ul><li>Master's Degree in Computer Science, Information Technology, or a related field and 10 years relevant experience. </li></ul>Relevant Work Experience <ul><li> Experience with SRE model and implementation with IT teams and leading enterprise transformation, required.</li><li> Experience leading 24x7 IT operations, required.</li><li> Excellent problem-solving and analytical skills, required.</li><li> Effective communication and interpersonal skills, required.</li><li> Relevant experience with cloud, SRE and AI certifications, preferred.</li><li> Experience in IT Automation or AI and AI Ops platforms Implementation preferred </li></ul>Skills and Abilities <ul><li>Demonstrated written communication skills</li><li>Effectively coaches and delivers constructive feedback</li><li>Ability to simultaneously handle multiple priorities </li></ul>Licenses and Certifications <ul><li>Driver's License Required </li></ul>Physical Demands <ul><li> Sit or stand to answer a phone for the duration of the workday</li><li> Sit or stand to use a keyboard, mouse, and computer for the duration of the workday</li><li> Ability to stoop, bend, reach, and kneel throughout the workday </li></ul>Additional Physical Demands <ul><li>The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.</li><li>Travel as necessary</li><li>Ability to respond to emergencies during off-hours</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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