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About Micron Technology
Micron Technology is a global leader in innovative memory and storage solutions including DRAM, NAND flash memory, and solid-state drives for computing, mobile, automotive, and data center applications. Industry: Semiconductor Memory & Storage
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JOB TITLE: Employee Experience Support Transformation Manager
The Employee Experience Support Transformation Manager leads support transformation and continuous improvement initiatives within the Employee Experience organization. This role focuses on improving the effectiveness, efficiency, and customer experience of Workplace IT services by leading strategic programs centered on support operations, service management, automation, AI-enabled support, and operational excellence. You will partner with technical teams to develop a three-year support technology roadmap, lead cross-functional teams to deliver service transformation, and analyze performance metrics to identify improvement opportunities. Key responsibilities include leading problem management, root cause analysis, and building high-performing teams. Required skills include ITSM, Service Desk, Endpoint Support, Field Services, and Digital Employee Experience (DEX) expertise. You will translate business needs into system capabilities to solve complex support stability and service quality issues.
Develop and maintain a 3-year support technology roadmap in partnership with business and technical teams.
Lead cross-functional teams to deliver support and service transformation initiatives.
Drive continuous improvement programs for service quality, automation, self-service, and AI-enabled support.
Analyze service performance, customer feedback, and operational trends to identify improvement opportunities.
Establish and report on KPIs, service metrics, and employee experience measures.
Lead problem management and root cause analysis to improve service stability and reduce recurring issues.
Build and develop high-performing teams to deliver a high-value portfolio of work.
Deliver executive presentations and strategic recommendations to senior leadership.
What we're looking for
A Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related field, or equivalent experience, is required.
7+ years of IT experience within a Fortune 500 or similarly complex enterprise environment is required.
5+ years of progressive leadership and people management experience is required.
Proven ability to lead teams and drive organizational, operational, or service transformation initiatives is required.
Experience in IT support and service management functions, including ITSM, Service Desk, Endpoint Support, and Field Services is required.
A strong background in Workplace Technology, Executive Support, Digital Employee Experience (DEX), and Support Operations is required.
Exceptional organizational, planning, and execution skills are preferred.
Strong communication, collaborator management, influencing capabilities, and executive presence are preferred.
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