Employee Experience Support Transformation Manager
Core
Drive support transformation and continuous improvement initiatives across the Employee Experience organization to improve effectiveness, efficiency, and customer experience of Workplace IT services.
Role type
Senior IC transformation manager (IT support & service management)
Builds
Support operations, service management, automation, AI-enabled support, and operational excellence programs
Domain
Semiconductor industry + IT Service Management (ITSM)
Required skills
IT support, service management (ITSM), service desk, endpoint support, field services, workplace technology, digital employee experience (DEX), support operations, strategic program leadership, cross-functional team leadership, KPI analysis, root cause analysis, executive communication
Preferred skills
Organizational planning, execution, executive-level presentation delivery, business storytelling, translating complex technical information into business recommendations
Technologies
ITSM, Service Desk, Endpoint Support, Field Services, AI, Automation
Responsibilities
Partner with business collaborators and technical teams to develop a 3-year support technology roadmap; Lead cross-functional teams to deliver support and service transformation initiatives; Drive continuous improvement programs focused on service quality, operational efficiency, automation, self-service, AI, and DEX; Analyze service performance, customer feedback, and support metrics to identify improvement opportunities; Develop transformation roadmaps and operational strategies aligning with organizational goals; Establish, monitor, and report on KPIs and business outcomes; Lead problem management and root cause analysis to improve service stability; Build and develop high-performing teams and deliver executive presentations.
Seniority
Senior, hands-on IC with leadership responsibilities (via careerplan.io/jobs/44165048-employee-experience-support-transformation-manager-at-micron)
