Employee Experience Support Transformation Manager

1000 Micron Technology, Inc.; Boise (ID); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Medical/Dental/Vision plans

Paid time off & holidays

Income protection & leave benefits

Benefits guide

Job summary

Micron Technology, Inc. in Boise, Idaho seeks a Senior IT Leader to partner with business and technical teams to shape a 3-year support technology roadmap and drive service transformation initiatives.

You will lead cross‑functional teams, oversee ITSM and support operations, analyze performance, and present strategic recommendations to senior leadership while advancing Digital Employee Experience (DEX) and automation across the enterprise.

Qualifications

• Bachelor's degree or equivalent in IT/related field.
• 7+ years IT experience in a Fortune 500 or similarly complex enterprise.
• 5+ years progressive leadership and people management.

Responsibilities

• Partner with business, technical teams, and architects to identify needs and develop solutions.
• Lead cross‑functional teams to deliver support and service transformation initiatives.
• Drive continuous improvement programs focused on service quality and efficiency.
• Analyze service performance and metrics to identify improvement opportunities.
• Develop transformation roadmaps and operational strategies aligned with goals.
• Lead problem management and root cause analysis to improve stability.

Education

Bachelor's degree or equivalent in IT/related field

Job description

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.

Benefits

• 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.

As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth.

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.