Accessibility Services Manager

About the Organization

We are a people-focused and inclusive organization devoted to fostering accessible environments, products, and services to empower people of all abilities. Our teams work collaboratively across various departments including Accessibility Services, UX, HR, IT, Customer Experience, Product Management, Learning & Development, Compliance, Facilities, Operations, and Executive Leadership to promote accessibility, universal design, and equitable participation in all organizational efforts.

Role Overview

The Accessibility Services Manager will spearhead enterprise-wide accessibility programs, governance, inclusive service delivery, and compliance. This role involves crafting accessibility strategies, managing accommodation services, overseeing assessments, and facilitating digital inclusion through cross-functional teamwork to ensure accessible experiences for employees, clients, partners, and communities.

Key Responsibilities

• Design and execute enterprise accessibility strategies, governance frameworks, policies, and roadmap initiatives in line with organizational inclusion goals.
• Lead and manage accessibility services across digital interfaces, workplaces, customer support, training environments, facilities, communications, events, and broader programs.
• Partner with UX, Product Management, IT, HR, Learning & Development, Facilities, Compliance, Legal, Customer Experience, Procurement, and Leadership to embed accessibility into operations and projects.
• Develop standards, universal design protocols, inclusive service guidelines, governance processes, and frameworks for ongoing enhancement.
• Conduct audits, digital accessibility assessments, usability studies, content reviews, facility inspections, and gap analyses for compliance.
• Oversee workplace accommodation applications, assistive technology services, support requests, and tailored accessibility solutions for workforce and customers.
• Create and deliver accessibility training, awareness initiatives, workshops, resources, and organizational inclusion programs.
• Work with development and UX teams to integrate accessibility needs into product design, software development, procurement, and digital transformations.
• Coordinate remediation efforts, track corrective actions, and assure resolution of accessibility barriers in both digital and physical spheres.
• Establish partnerships with disability advocates, accessibility specialists, technology vendors, regulators, academia, and community entities to fortify programs.
• Monitor KPIs such as compliance rates, audit outcomes, accommodation response, remediation progress, training participation, satisfaction, engagement, maturity of digital accessibility, and service excellence.
• Perform program evaluations, regulatory audits, benchmarking, stakeholder feedback analyses, and continuous quality improvement.
• Ensure adherence to UAE regulations, WCAG, global standards, disability inclusion principles, privacy laws, and internal policies.
• Manage budgets, assistive technology assets, software platforms, vendor engagements, and strategic initiatives related to accessibility.
• Advance digital transformation with AI-driven accessibility testing, automated monitoring, intelligent captioning, speech recognition, document remediation, analytics, workflow automation, and business intelligence tools.
• Utilize specialized tools such as Axe DevTools, WAVE, Siteimprove, Accessibility Insights, Microsoft Accessibility Checker, Adobe Acrobat Pro, Figma, Jira, Confluence, Microsoft 365, SharePoint, Power BI, Tableau, and assistive tech platforms for optimal service delivery and insight generation.
• Produce executive-level dashboards, performance reports, compliance evaluations, accommodation analytics, audit documentation, service reviews, roadmaps, and improvement recommendations.
• Lead and mentor teams of accessibility specialists, coordinators, UX practitioners, inclusion advocates, trainers, and cross-functional groups fostering an inclusive and innovative culture.

Candidate Requirements

• Bachelor's degree in Human-Computer Interaction, Accessibility Studies, IT, UX Design, Disability Studies, Education, HR, Business Administration, Occupational Therapy, or related discipline.
• Preferred Master's degree in Accessibility, HCI, Inclusive Design, Organizational Development, MBA, or relevant fields.
• Professional certifications such as CPACC, WAS, CPWA, PMP, or equivalents are highly desirable.
• Minimum of 5 years experience in accessibility services, digital accessibility, disability inclusion, UX, compliance, workplace accommodations or similar roles.
• At least 2 years managing accessibility programs, teams, accommodation services, digital initiatives, or enterprise inclusion efforts.
• In-depth knowledge of WCAG, accessibility standards, universal design, assistive technologies, inclusive methodologies, testing, governance, workplace accommodations, and legal compliance.
• Experience using accessibility testing tools including Axe DevTools, WAVE, Siteimprove, Accessibility Insights, Microsoft Accessibility Checker, Adobe Acrobat Pro; collaboration and project management platforms like Figma, Jira, Confluence; productivity suites like Microsoft Office, SharePoint; and analytics tools such as Power BI and Tableau.
• Familiarity with AI-powered accessibility technologies, automated remediation systems, speech-to-text utilities, intelligent captioning, analytics platforms, voice interface technologies, and emerging assistive solutions is beneficial.
• Strong leadership capabilities, communication skills, stakeholder management, facilitation, advocacy, project management, analytical reasoning, budgeting experience, and problem-solving aptitude.
• Proven ability to juggle multiple initiatives balancing compliance, user needs, standards, organizational goals, finances, schedules, and strategic objectives.
• Comfort working remotely with distributed teams, accessibility experts, tech vendors, regulators, executives, advocacy groups globally, and readiness for occasional travel for assessments, trainings, or strategic meetings.

Work Benefits

• Fully remote position allowing flexible collaboration with global accessibility, technology and business teams.
• Competitive salary with performance-linked incentives.
• Comprehensive health and wellness offerings.
• Opportunities for professional development and career advancement in accessibility leadership.
• Exposure to cutting-edge AI-driven accessibility technologies, digital inclusion platforms, and innovative assistive solutions.
• A collaborative environment promoting inclusion, empathy, innovation, responsibility, and continuous growth.
• Chance to make a significant impact advancing accessibility, crafting inclusive experiences, and supporting equitable futures for employees, clients, and communities.