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Global Service Delivery Accessibility & Assistive Technology Lead

Buenos Aires Job No. r00171218 Full-time

Descripción De La Posición

Role Summary:

As the Global Accessibility and Assistive Technology Manager, you will be at the forefront of our commitment to create an inclusive work environment. You will oversee our Global Accessibility Centers and lead the integration of assistive technology solutions that empower our employees with disabilities, ensuring they have seamless access to resources and an optimal working experience. While you won’t have direct managerial control over the local Accessibility Centers Architects, your influence will be pivotal in guiding their direction, ensuring quality, and measuring their performance to set standards.

Key Responsibilities:

Oversight of Accessibility Centers across the Globe:

  • Monitor and oversee daily operations, ensuring consistent standards and best practices across all centers globally, and that resources, equipment, and staff are optimized to cater to the diverse needs of our employees and visitors.
  • Serve as a central repository of knowledge on accessibility standards, guidelines, and best practices.
  • Ensure Accessibility Centers are equipped with the latest technology products across all our locations.

Industry Trends:

  • Research and stay updated on emerging assistive technologies, tools, and methodologies.
  • Recommend their adoption across global centers, ensuring they are informed with the latest and most effective resources.

Assistive Technology Enablement:

  • Direct the identification, implementation, and integration of state-of-the-art assistive technology solutions for our global workforce.
  • Collaborate with Accomodation Support Tool case managers and other stakeholders to assess and provide appropriate technology-related workplace accommodations for employees with disabilities.
  • Ensure compliance with data privacy regulations, reduce liability, and meet EEOC timelines and ADA (or equivalent) requirements.
  • Use a human-centric approach to identify and address workplace barriers and proactively work to remove obstacles for our employees with disabilities.

Quality Assurance & Performance Measurement:

  • Establish, communicate, and monitor performance benchmarks for Local Accessibility Centers.
  • Regularly assess the efficacy of deployed assistive technologies and drive continuous improvement initiatives based on feedback and data.

Training & Support:

  • Onboard and mentor Accessibility Center Architects and Assistive Technology Enablement Leads. This includes ensuring that they ensuring they are equipped with knowledge on the latest in accessibility and assistive technology trends.
  • Spearhead global training initiatives, promoting proficient use of assistive technologies.
  • Ensure robust support mechanisms are in place across regions, enabling quick resolutions to technology-related challenges.

Stakeholder Management:

  • Partner with internal and external stakeholders, such as HR, IT, Facilities Management, and external accessibility and technology consultants, to ensure alignment and effectiveness of accessibility initiatives.
  • Champion accessibility and inclusion strategies, shaping decisions at both the regional and global levels.

Strategic Planning & Reporting:

  • Develop and refine strategies that enhance the accessibility offerings across all centers.
  • Gather and analyze data from global centers regarding their operations, challenges, and successes.
  • Collaborate with regional Accessibility Center Architects and Assistive Technology Enablement Leads in strategic planning, ensuring global cohesion in our accessibility initiatives.
  • Provide regular updates and recommendations to the Global Inclusion & Diversity Lead.

Service Management:

  • Use ServiceNow, a comprehensive service management platform to track and manage Assistive Tech accommodation requests and accessibility-related inquiries from employees, adhering to SLA’s.
  • Leverage ServiceNow's reporting and analytics capabilities to gain insights into accommodation trends and identify areas for improvement.

Accommodation Escalations:

  • Attend regular accommodation escalation calls and team meetings to address complex accommodation cases and collaborate with HR and other stakeholders to find suitable solutions.

Knowledge Sharing and Support of Global Community:

  • Lead Bi-Monthly Calls with Accessibility Center Architects and Assistive Tech Enablement Leads to share updates, discuss challenges, and collaborate on initiatives to improve accessibility and inclusion.
  • Serve as a central repository of knowledge on accessibility standards, guidelines, and best practices.
  • Share this expertise with global centers to ensure consistency and quality of services across regions and offer on-demand support for complex accessibility issues.



  • Bachelor's degree in a related field
  • 5-7 years of experience in in accessibility, assistive technology, or a related domain.
  • Demonstrated capability in overseeing multifaceted global initiatives.
  • Proficient understanding of global accessibility standards and best practices.
  • Problem-solving and critical-thinking skills to address complex challenges related to accessibility.
  • Strong interpersonal skills with the ability to influence without direct authority.
  • Exceptional communication skills, both written and spoken.
  • Ability to analyze data, identify trends, and make data-driven decisions.
  • Ability to navigate a dynamic and collaborative work setting.
  • Demonstrated commitment to inclusion and diversity in the workplace.
  • Experience with service management platforms like ServiceNow is a plus.


  • Accessibility Legislation
  • Business Operations Management
  • Change Management
  • Coaching
  • Computer Security Incident Response
  • Creation of Communications and reporting
  • Creation of Training materials
  • Critical Thinking
  • Customer Experience Management
  • Customer Technical Support
  • Inclusion & Diversity Program Design
  • IT Infrastructure Operations
  • IT Troubleshooting
  • Presentations
  • Program Project Management
  • Research
  • Stakeholder Management
  • Web Content Accessibility Guidelines (WCAG)

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