Product Support Community Leader

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 thework 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

Rockwell Automation Global Managed and Support Services (MSS) organization is seeking a dynamic MSS Community Manager to expand PLEX Community across all MSS capabilities. We are looking for a visionary individual who can bring the concept of "community-as-a-service" to life by engaging with Rockwell Automation end users, distributors, solution integrators, and partners through our online Engage Community platform. The focus of this leader will be to lead the Community for the two largest capabilities in MSS : Product and Application Support (RSS and ASM). You will report to the Global Senior Director, Managed and Support Services and have a hybrid schedule working in Milwaukee, WI or any one of Rockwell's business locations.

• Driving execution of the overall Community support roadmap and ensuring alignment with corporate priorities.
• Executing corporate objectives in alignment with the key performance indicators (KPI) for the community.
• Baseline customer requirements to ensure ongoing we deliver Community Support that meets and exceeds customer expectations.
• Analytics & Reporting: Monitor community metrics (containment, response rates, unanswered, deflections, engagement, growth, sentiment) and provide regular reports with insights and recommendations.
• Bring Community strategy to integrate and align with Partners, System Integrators, Tech Partners, Distributors, and OEMs.
• Manage community support tools to lead scalability with machine language learning federated search (including GenAI), AI productivity tooling including Agentic AI, community platform support functionality, self-service, and automation.
• Lead customer enablement through adoption of the Online Community Platform.
• Moderation: Ensure a great community support experience, enforce community guidelines, address customer needs, manage conflict, spam moderation, and ensure a safe and respectful environment for all members.
• Develop and implement strategies to grow peer-to-peer community support and customer engagement.
• Content Strategy: Collaborate with marketing and content teams (KCS - Knowledge Centered Services) to create and share engaging content tailored to the community's interests and needs.
• 360 Feedback Loop: Act as the voice of the community internally by sharing user feedback with product, support, and marketing teams. This includes regular community surveys, Superuser Program, community steering committees, user groups, roundtables, and feedback sessions.
• Event Planning: Organize and host both in-person and virtual Community events to boost engagement, meet customer needs, and grow peer-to-peer community support. This includes managing events at Automation Fair and at Partner events (where applicable).

• Bachelors degree
• 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 ability to travel up to 20% of the time.

• 5+ years of experience, collaborating with cross-functional teams.
• Hands-on experience working in a customer-facing support role
• 5+ years in roles such as product marketing, product advocacy, customer success, or sales enablement.
• Experience leading projects both directly and through influence, with an emphasis on collaboration.

• 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.

#LI-Hybrid

#LI-AC1

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.