Employee Experience Support Transformation Manager

Socket.dev; Boise (ID); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Job summary

Micron Technology is seeking a proven leader to drive support transformation across the Employee Experience organization. This role leads strategic programs focused on Workplace IT services, support operations, service management, automation, AI-enabled support, and operational excellence.

The ideal candidate combines strong leadership, technical expertise, and executive communication to deliver measurable improvements in employee experience and support performance globally.

Qualifications

• 7+ years of IT experience in a Fortune 500 or similarly complex enterprise environment.
• Progressive leadership and people management experience.
• Experience in IT support, service management functions (ITSM, Service Desk, Endpoint Support, Field Services).
• Strong background in Workplace Technology, Executive Support, Digital Employee Experience (DEX).

Responsibilities

• Partner with business collaborators, technical teams, and architects to identify needs and maintain a 3-year support technology roadmap.
• Lead cross-functional teams to deliver successful support and service transformation initiatives.
• Drive continuous improvement programs focused on service quality, operational efficiency, automation, self-service, AI, and Digital Employee Experience (DEX).
• Analyze service performance, customer feedback, operational trends, and support metrics to identify improvement opportunities.
• Develop roadmaps and operational strategies aligned with organizational goals.
• Establish, monitor, and report on KPIs, service metrics, and business outcomes.
• Lead root cause analysis to improve service stability and reduce recurring issues.
• Build high-performing teams and deliver executive presentations and strategic recommendations.

Skills

Leadership

IT service management

Executive communication

People management

AI-enabled support

Education

Bachelor's degree in IT/CS/Eng

Tools

ITSM

ServiceNow

Automation tools

Job description

Our vision is to transform how the world uses information to enrich life for all.

Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.

Micron is seeking a proven leader to drive support transformation and continuous improvement initiatives across the Employee Experience organization. This role is responsible for improving the effectiveness, efficiency, and customer experience of Workplace IT services by leading strategic programs focused on support operations, service management, automation, AI-enabled support, and operational excellence.

The ideal candidate combines strong people leadership, technical expertise, business acumen, and executive communication skills to drive measurable improvements in employee experience and support performance across Micron’s global environment.

In this leadership-by-example position, you will be encouraged to lead and develop a robust team that delivers a high value portfolio of work, while working with senior management to help define the broader strategies required. The ideal candidate will have the vision to translate business needs into system capability and overall service improvement while providing the leadership to see solutions through to delivery and measurable improvements in overall employee experience.

Responsibilities:

• Partner with business collaborators, technical teams, and architects to identify needs, develop solutions, and maintain a 3-year support technology roadmap.
• Lead cross-functional teams to deliver successful support and service transformation initiatives.
• Drive continuous improvement programs focused on service quality, operational efficiency, automation, self-service, AI, and Digital Employee Experience (DEX).
• Analyze service performance, customer feedback, operational trends, and support metrics to identify improvement opportunities.
• Develop arguments, transformation roadmaps, and operational strategies that align with organizational goals.
• Establish, monitor, and report on KPIs, service metrics, employee experience measures, and business outcomes.
• Lead problem management and root cause analysis efforts to improve service stability and reduce recurring issues.
• Build and develop high-performing teams while partnering with senior leadership to deliver executive presentations, strategic recommendations, and operational updates.

Minimum Qualifications:

• A Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related field, or equivalent experience, is required, together with 7+ years of IT experience within a Fortune 500 or similarly complex enterprise environment.
• 5+ years of progressive leadership and people management experience.
• Proven ability to lead teams and drive organizational, operational, or service transformation initiatives.
• Experience in IT support, and service management functions, including ITSM, Service Desk, Endpoint Support, and Field Services.
• Strong background in Workplace Technology, Executive Support, Digital Employee Experience (DEX), and Support Operations.

Preferred Qualifications:

• Exceptional organizational, planning, and execution skills.
• Strong communication, collaborator management, and influencing capabilities.
• Proven ability to create and deliver executive-level presentations.
• Strong executive presence and business storytelling skills.
• Ability to translate complex technical information into concise business-focused recommendations.

As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth. Micron benefits are designed to help you stay well, provide peace of mind and help you prepare for the future. We offer a choice of medical, dental and vision plans in all locations enabling team members to select the plans that best meet their family healthcare needs and budget. Micron also provides benefit programs that help protect your income if you are unable to work due to illness or injury, and paid family leave. Additionally, Micron benefits include a robust paid time-off program and paid holidays. For additional information regarding the Benefit programs available, please see the Benefits Guide posted on micron.com/careers/benefits.

Micron is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, citizenship status, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

To learn more about Micron, please visit micron.com/careers.

For US Sites Only: To request assistance with the application process and/or for reasonable accommodations, please contact Micron’s People Organization at [e-mail] or 1-800-336-8918 (select option #3)

Micron Prohibits the use of child labor and complies with all applicable laws, rules, regulations, and other international and industry labor standards.

AI alert:: Candidates are encouraged to use AI tools to enhance their resume and/or application materials. However, all information provided must be accurate and reflect the candidate’s true skills and experiences. Misuse of AI to fabricate or misrepresent qualifications will result in immediate disqualification.