Enterprise Customer Experience Program Manager

Rockwell Automation•Mayfield Heights, OH

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.