Enterprise Customer Experience Program Manager

About the role

The Enterprise Customer Experience (ECX) organization shapes and continuously improves the end-to-end experience Rockwell Automation delivers to its customers. The ECX Program Manager leads complex, cross-functional programs that modernize how the enterprise engages its customers, applying new technologies such as artificial intelligence to reimagine processes, ways of working and customer outcomes. The role partners with senior leaders to turn Customer Experience strategy into executable programs and reports to the Project Management and Integrations Leader. It is a hybrid position.

Key responsibilities

• Lead ECX, contact center and customer success programs made up of several interdependent projects aligned with Customer Experience strategy and business objectives.
• Partner with directors and above to shape program roadmaps, align priorities and turn executive strategy into delivery plans.
• Work within an enterprise PMO, balancing competing priorities and sequencing work to the highest-value outcomes.
• Build capacity models that forecast resource demand against available capacity to inform planning, staffing and prioritization.
• Apply AI and automation where it adds value to improve the speed, quality and outcomes of programs.
• Lead change management and organizational transformation, building stakeholder buy-in and adoption.
• Develop integrated program plans, schedules, budgets, risks, dependencies and governance, and provide executive-ready reporting.
• Act as the main coordinator across business, digital, IT, finance and external partner teams, and ensure alignment with project management, governance and Agile standards.

Required profile

• Bachelor's degree; preferred: in Business, Engineering, Information Systems or a related field.
• 5+ years of experience in project and/or program management.
• Experience in a PMO managing competing priorities across stakeholders and workstreams.
• Experience partnering with and influencing senior leaders (director level and above).
• Experience leading customer-facing, digital, contact center, customer success and enterprise transformation programs, including change management.
• Experience with global teams across regions and time zones.
• Preferred: experience with acquisitions, integrations or large-scale change plans.

Required skills

• Capacity modeling (resource demand vs. availability)
• Project management certification (PMP, SAFe, Agile or equivalent) preferred
• Portfolio, program or work-management tools (Jira, Jira Align, MS Project, Power BI) preferred
• Ability to present to senior leadership and influence roadmap and investment decisions
• Knowledge of Customer Experience principles, journey analytics and digital engagement technologies preferred

What we offer

• Mindfulness programs with a premium membership to Calm
• Paid volunteer time off after 6 months for eligible employees, plus volunteer and donation matching
• Employee Assistance Program and personalized wellbeing programs
• On-demand digital course library for professional development
• Hybrid policy: work at a Rockwell location at least Mondays, Tuesdays and Thursdays unless there is a business reason to be out of the office