Global AV & Collaboration Technology Operations Lead

Join us as the Global AV & Collaboration Technology Operations Lead and help shape how teams connect and collaborate across the globe. You will drive operational excellence, champion innovation, and foster a secure, reliable collaboration technology environment. This is your opportunity to lead a diverse, globally distributed team, influence strategic direction, and promote a culture of continuous improvement. At JPMorganChase, you can make a lasting impact while advancing your career.

As a Global AV & Collaboration Technology Operations Lead in Workplace Services Operations, you will own the global service operations model for the firm’s enterprise audio-visual (AV), video conferencing, unified communications (UC), and collaboration space estate. You will oversee meeting rooms, conference and huddle spaces, event venues, digital signage, and room technology across our global office portfolio. You will lead regional operations and vendor teams, ensuring global consistency in support standards and controls. You will manage SLAs, escalations, and financial planning, partnering with product and engineering teams to ensure every new platform is supportable from day one. This role focuses on enterprise workplace technology, not media production or creative content.

Job Responsibilities:

• Own the global service operations model for enterprise AV, conferencing, UC, and collaboration spaces, ensuring consistent support standards and controls across all regions

• Define, manage, and report against Service Level Agreements (SLAs) and operational KPIs for collaboration spaces and AV services

• Oversee global incident, problem, and escalation management for AV and conferencing services, including major incident response and root-cause analysis

• Ensure readiness and support for high-visibility events, town halls, and executive meetings

• Manage global and regional AV managed-service, field-service, and integration vendors, including performance reviews and remediation plans

• Oversee vendor resourcing models, coverage, and escalation paths

• Partner with Sourcing and Third-Party Oversight on contracts, renewals, and vendor risk requirements

• Manage global financials, including operating expenses, accruals, and forecasting

• Drive a robust risk and controls framework, leading the team through audits and regulatory reviews

• Partner with product and engineering teams for early engagement on new platforms and hardware standards

• Develop internal tooling strategies, prioritizing efficiency, automation, and controls

Required Qualifications, Capabilities, and Skills:

• Experience leading or supporting service operations within enterprise AV, conferencing, UC, or collaboration technology environments

• Demonstrated experience in operations management across vendor, field service, ticket, and asset/media management operations at a global or multi-region scale

• Proven ownership of SLA definition and management, incident and escalation management, and service performance reporting

• Strong vendor management experience, including managed-service or field-service providers and third-party performance governance

• Working knowledge of enterprise AV and collaboration technology, including video conferencing platforms and room systems (e.g., Zoom Rooms, Microsoft Teams Rooms, Cisco/Webex), AV signal distribution, audio DSP, displays, and related infrastructure

• Experience operating within a risk and controls environment, including audit preparation and evidence management

• Expertise in process and tool innovation to enhance operational efficiency

• Strong leadership and organizational skills with the ability to drive change across a distributed team

• Excellent communication and interpersonal skills with a customer-centric approach, including comfort engaging senior stakeholders

• Ability to collaborate with global peers and manage multiple priorities in a fast-paced environment

• Understanding of AI and automation to innovate solutions that positively impact cost, risk, and customer satisfaction

Preferred Qualifications, Capabilities, and Skills:

• Experience supporting AV and collaboration services in a large corporate, financial services, or other regulated environment

• Familiarity with ITIL service management practices

• Experience with AV/room monitoring and analytics platforms and ITSM toolsets (e.g., ServiceNow)

• Industry certifications such as CTS, or vendor certifications across major conferencing platforms

Why Join Us? You will be part of a global team that values innovation, collaboration, and continuous improvement. We offer opportunities for career growth, a supportive environment, and the chance to make a meaningful impact on how our teams connect and succeed.