Micron is seeking a proven leader to drive support transformation and continuous improvement initiatives across the Employee Experience organization. This role is responsible for improving the effectiveness, efficiency, and customer experience of Workplace IT services by leading strategic programs focused on support operations, service management, automation, AI-enabled support, and operational excellence.
The ideal candidate combines strong people leadership, technical expertise, business acumen, and executive communication skills to drive measurable improvements in employee experience and support performance across Micron's global environment.
In this leadership-by-example position, you will be encouraged to lead and develop a robust team that delivers a high value portfolio of work, while working with senior management to help define the broader strategies required. The ideal candidate will have the vision to translate business needs into system capability and overall service improvement while providing the leadership to see solutions through to delivery and measurable improvements in overall employee experience.
Responsibilities:- Partner with business collaborators, technical teams, and architects to identify needs, develop solutions, and maintain a 3-year support technology roadmap.
- Lead cross-functional teams to deliver successful support and service transformation initiatives.
- Drive continuous improvement programs focused on service quality, operational efficiency, automation, self-service, AI, and Digital Employee Experience (DEX).
- Analyze service performance, customer feedback, operational trends, and support metrics to identify improvement opportunities.
- Develop arguments, transformation roadmaps, and operational strategies that align with organizational goals.
- Establish, monitor, and report on KPIs, service metrics, employee experience measures, and business outcomes.
- Lead problem management and root cause analysis efforts to improve service stability and reduce recurring issues.
- Build and develop high-performing teams while partnering with senior leadership to deliver executive presentations, strategic recommendations, and operational updates.
Minimum Qualifications:- A Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related field, or equivalent experience, is required, together with 7+ years of IT experience within a Fortune 500 or similarly complex enterprise environment.
- 5+ years of progressive leadership and people management experience.
- Proven ability to lead teams and drive organizational, operational, or service transformation initiatives.
- Experience in IT support, and service management functions, including ITSM, Service Desk, Endpoint Support, and Field Services.
- Strong background in Workplace Technology, Executive Support, Digital Employee Experience (DEX), and Support Operations.
Preferred Qualifications:- Exceptional organizational, planning, and execution skills.
- Strong communication, collaborator management, and influencing capabilities.
- Proven ability to create and deliver executive-level presentations.
- Strong executive presence and business storytelling skills.
- Ability to translate complex technical information into concise business-focused recommendations.
As a world leader in the semiconductor industry, Micron is dedicated to your personal wellbeing and professional growth. Micron benefits are designed to help you stay well, provide peace of mind and help you prepare for the future. We offer a choice of medical, dental and vision plans in all locations enabling team members to select the plans that best meet their family healthcare needs and budget. Micron also provides benefit programs that help protect your income if you are unable to work due to illness or injury, and paid family leave. Additionally, Micron benefits include a robust paid time-off program and paid holidays. For additional information regarding the Benefit programs available, please see the Benefits Guide posted on micron.com/careers/benefits.
