Employee Experience Support Transformation Manager

Micron Technology, Inc; Boise (ID); On-site; USD 120,000 - 180,000; Full time

Job summary

Micron Technology, Inc. seeks a proven leader to drive Employee Experience support transformation and continuous improvement across Workplace IT services. You will lead strategic programs on support operations, service management, automation, and AI-enabled support.

Ideal candidate combines people leadership, technical acumen, and executive communication to deliver measurable improvements in employee experience and support performance globally.

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS/Engineering plus 7+ years in a Fortune 500+ environment.
• 5+ years of progressive leadership and people management experience.
• Experience leading IT support and service management functions (ITSM, Service Desk, Endpoint Support).
• Strong background in Workplace Technology and 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 service and support transformation initiatives.
• Drive continuous improvement programs focused on service quality, automation, and AI-enabled support.
• Analyze performance metrics and customer feedback to identify improvement opportunities.
• Develop strategic roadmaps and operational plans aligned with organizational goals.

Skills

Leadership

Program management

Executive communication

People management

IT strategy

Education

Bachelor's degree in IT/CS/IS/Engineering or equivalent

Tools

ITSM tooling

Workplace technology tools

Job description

Req ID: JR109860 Employee Experience Support Transformation Manager

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.

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.

Job Profile(s)

IT Manager 1

Relocation Level: TBD

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 Benefits | Micron Technology, Inc

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.