Job Description

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!

The Customer Experience Manager leads the resolution of complex, customer experience issues that span multiple functions and departments. You will manage customer escalations from identification through resolution, ensuring agreement across internal stakeholders, protecting commercial outcomes, and driving sustainable improvements to prevent recurrence. You will operate with moderate autonomy in a matrixed environment and influence outcomes through indirect leadership rather than direct authority.

You will report to our Portfolio Manager, Low Voltage Drives.

Your Responsibilities:

Customer Escalation Management

• Manage end-to-end accountability for complex customer experience escalations involving quality, delivery, technical, or commercial impact
• Be the primary contact for customers during escalations, ensuring clear
• Lead structured problem-solving activities, including root cause analysis and corrective action planning, in collaboration with other teams
• Track and complete agreed-upon actions to closure

Cross-Functional Leadership

• Coordinate with Engineering, Operations, Quality, Supply Chain, Sales, and other partners to resolve customer issues
• Influence prioritization of resources and actions to support customer commitments
• Facilitate internal and external meetings

Risk Assessment & Business Impact

• Assess customer experience risk, including potential financial, contractual, and reputational exposure
• Escalate risks and constraints and recommend mitigation strategies
• Support leadership decision-making with fact-based analysis and clear trade-off articulation

Scope & Complexity

• Manage customer escalations with varying complexity and ambiguous inputs
• Operate in a matrixed organization without direct authority over contributing teams
• Use high-judgment to make recommendations that directly impact customer satisfaction, revenue protection, and brand perception

Decision-Making Authority

• Determine prioritization and sequencing of customer escalations
• Recommend corrective actions, recovery strategies, and communication approaches
• Escalate issues requiring leadership intervention based on assessed risk and effect

The Essentials - You Will Have:

• Bachelor's degree or equivalent experience
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

The Preferred - You Might Also Have:

• 5+ years of experience managing complex customer issues in a technical, industrial, or operational environment
• 5+ years of experience in industrial automation, manufacturing, or engineered products environments
• Experience leading projects without direct authority
• Familiarity with quality systems, operations, and supply chain processes
• Experience engaging directly with customers at operational and leadership levels

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.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

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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.