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. You achieve this, leading complex, cross-functional programs that modernize how the enterprise engages its customers. These programs apply new 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 and reports into the Project management and Integrations Leader.
Your Responsibilities
•Lead ECX, contact center, and customer success programs comprised of multiple, interdependent projects in consideration of 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 different 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 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.
•Be a primary point of coordination across business, digital, IT, finance, and external partner teams.
•Identify, assess, and mitigate program-level issues, and resource constraints.
•Ensure program execution aligns with Rockwell Automation project management, governance, and Agile delivery standards.
•Improve by standardizing processes, metrics, and ways of working across ECX plans.
The Essentials – You Will Have
•Bachelor's degree
•Advanced English
The Preferred – You Might Also Have
•Bachelor's degree in Business, Engineering, Information Systems, or a related field.
•5+ years of experience in project and/or program management
•Experience working across the enterprise within a Project/Program Management Office (PMO), managing competing priorities across multiple stakeholders and workstreams.
•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 different 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 lead decisions.
•Experience leading customer-facing, digital, contact center, customer success and 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.
•Project Management certification (PMP, SAFe, Agile, or equivalent).
•Experience with portfolio, program, or work-management tooling (Jira, Jira Align, MS Project, Power BI).
•Translate data into clear insights and executive narratives.
•Experience presenting to senior leadership and influencing roadmap and investment decisions.
•Work 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 plans.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
What We Offer
Our benefits package includes:
•Comprehensive mindfulness programs with a premium membership to Calm.
•Volunteer Paid Time off available after 6 months of employment for eligible employees.
•Company volunteer and donation matching program – volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
•Employee Assistance Program.
•Personalized wellbeing programs through the OnTrack program.
•On-demand digital course library for professional development... and other local benefits!
Rockwell Automation's hybrid policy expects employees to work at a Rockwell location at least on Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
