Employee Experience Support Transformation Manager

Micron-Technology,-Inc.; Boise (ID); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental & vision plans

Paid time off

401(k) with company match

Career development

Job summary

Micron Technology, Inc. is seeking a proven leader to drive support transformation and continuous improvement across the Employee Experience organization.

You will lead strategic programs focused on improving Workplace IT services, automation, AI-enabled support, and Digital Employee Experience (DEX) across Micron's global environment. The role requires strong people leadership, technical acumen, and the ability to translate business needs into system capabilities and measurable service

Qualifications

• Bachelor's degree in IT or related field, or equivalent experience.
• 7+ years of IT experience in a Fortune 500 or similarly complex enterprise.
• 5+ years of progressive leadership and people management experience.
• Experience in IT support, service management, ITSM, Service Desk, and Endpoint/Field Services.

Responsibilities

• Lead cross-functional teams to deliver support transformation initiatives.
• Develop and monitor KPIs, service metrics, and employee experience measures.
• Drive automation, AI-enabled support, and Digital Employee Experience (DEX) programs.
• Present executive updates and strategic recommendations to senior leadership.

Skills

Leadership

IT service management

Executive communication

Cross-functional collaboration

Problem solving

Education

Bachelor's degree or equivalent

Tools

ITSM tools

Service Desk software

Endpoint management systems

Job description

Job IDJR109860Our 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/careersFor 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.Micron does not charge candidates any recruitment fees or unlawfully collect any other payment from candidates as consideration for their employment with Micron.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.Fraud alert: Micron advises job seekers to be cautious of unsolicited job offers and to verify the authenticity of any communication claiming to be from Micron by checking the official Micron careers website in the About Micron Technology, Inc.Micron FoundationStrong communities and education are vital to the success of both society and innovative companies. Every Micron site understands the complex needs of their local community. Whether it’s through strategic giving, sponsorships or deploying team member volunteers, we are making a difference.SustainabilityMicron is committed to sustainable practices and supporting our global community. We are building and maintaining sustainable operations, products, and communities while focusing on opportunities and risks that are most important to our business success and stakeholders.