Enterprise Customer Experience Program Manager

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

The Enterprise Customer Experience (ECX) organization is responsible for shaping and continuously elevating the end-to-end experience Rockwell Automation delivers to its customers. The ECX Program Manager plays a critical role in advancing this mission by leading complex, cross-functional programs that modernize how the enterprise engages its customers - applying emerging technologies, including artificial intelligence, to reimagine processes, ways of working, and customer outcomes. This role partners with senior leaders across the business to translate Customer Experience strategy into executable programs that deliver measurable organizational transformation.

This is a hybrid role base in either our Milwaukee or Mayfield Heights locations, and reports into the Project Management and Integrations Leader.

Your Responsibilities

• Lead ECX, contact center, and/or customer success programs comprised of multiple, interdependent projects aligned to Customer Experience strategy and enterprise business objectives.
• Partner with directors and above to shape program roadmaps, align priorities, and translate executive strategy into clear, executable delivery plans.
• Operate within an enterprise Project/Program Management Office (PMO), balancing competing priorities across stakeholders and sequencing work to the highest-value outcomes.
• Navigate complex, siloed parts of the organization - partnering with senior leaders to connect teams, systems, and priorities.
• Build capacity models that forecast resource demand against available capacity across unstructured or disparate systems to inform program planning, staffing, and prioritization.
• Where it adds value, apply AI and automation to improve the speed, quality, and outcomes of programs and ways of working.
• Lead organizational transformation and change management - building stakeholder buy-in, readiness, and adoption so new competencies and ways of working take hold and endure.
• Develop and manage integrated program plans, schedules, budgets, risks, dependencies, and governance across the full program lifecycle.
• Provide program-level visibility and executive-ready reporting on progress, outcomes, risks, and business impact.
• Serve as a primary point of coordination across business, digital, IT, finance, and external partner teams.
• Identify, assess, and proactively mitigate program-level risks, issues, and resource constraints.
• Ensure program execution aligns with Rockwell Automation project management, governance, and agile delivery standards.
• Drive continuous improvement by standardizing processes, metrics, and ways of working across ECX initiatives.

The Essentials - You Will Have

• Bachelor's degree in Business, Engineering, Information Systems, or a related field.
• Legal authorization to work in the USA - we will not offer sponsorship now or in the future.

The Preferred - You Might Also Have

• 5+ years of experience in project and/or program management within complex, cross-functional environments.
• Experience working across the enterprise within a Project/Program Management Office (PMO), managing competing priorities across multiple stakeholders and workstreams.
• Able to Navigate complex, siloed organizations - partnering with senior leaders to bridge silos and align competing priorities toward shared outcomes.
• Experience with capacity modeling (resource demand vs. availability) across unstructured or disparate systems and processes.
• Demonstrated ability to manage multiple workstreams, budgets, schedules, risks, and dependencies simultaneously.
• Experience partnering with and influencing senior leaders (director level and above) to align strategy and drive decisions.
• Experience leading customer-facing, digital, contact center, customer success and/or enterprise transformation programs.
• Demonstrated experience leading change management and organizational transformation.
• Experience working with global teams across regions and time zones.
• Applied AI innovation - hands-on experience using AI or automation to improve business processes, program delivery, or customer outcomes.
• Experience leading customer-facing, digital, contact center, customer success and/or enterprise transformation programs.
• Program or Project Management certification (PMP, SAFe, Agile, or equivalent).
• Experience with portfolio, program, or work-management tooling (Jira, Jira Align, MS Project, Power BI).
• Strong analytical skills with the ability to translate data into clear insights and executive narratives.
• Experience presenting to senior leadership and influencing roadmap and investment decisions.
• Working understanding of Customer Experience principles and the trends shaping the future of the discipline.
• Familiarity with Customer Experience platforms, journey analytics, or digital engagement technologies.
• Experience supporting acquisitions, integrations, or large-scale change initiatives.

What We Offer:

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid #LI-LH2

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.