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 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!

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.

Your Responsibilities:

• Provide Community support, moderation, and governance for the Americas.

• Provide administrative community support including routing and end user assistance.

• Work closely with Community team member counterparts in EMEA and APAC.

• Work closely with Community platform vendors to ensure system operation, maximize utilization of existing functionality, and work to address any issues.

• Work with and align with Partners, System Integrators, Tech Partners, Distributors, and OEMs in the Americas.

• Executing corporate objectives in alignment with the key performance indicators (KPI) for the community.

• Analytics & Reporting: Monitor community metrics (containment, response rates, unanswered, deflections) and provide regular reports with insights and recommendations.

• Work with and align with Partners, System Integrators, Tech Partners, Distributors, and OEMs in the Americas.

• Help to drive enablement and utilization of 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.

• Develop and implement strategies to grow peer-to-peer community support and customer engagement within the Americas.

• Content Strategy: Collaborate with community members, marketing and content teams (KCS - Knowledge Centered Services) to create and share engaging content tailored to the community's interests and needs (including sticky threads).

• Help to assist community surveys, Superuser Programs, Reward Program, and the User Group Program.

• Event Planning: Assist in organizing (and sometimes hosting) both external and internal in-person and virtual Community events to boost community collaboration and knowledge sharing, and meet customer needs, while growing peer-to-peer community support.

The Essentials - You Will Have:

• 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.

The Preferred - You Might Also Have:

• 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.
• Hands-on experience working in a customer-facing or support role including working with Partners, Distributors, and Solution Integrators.

• Working knowledge on providing support on forum threads, support tickets, support routing, and moderation.

• Technical product support experience but are not expected to have full in-depth working knowledge across all of Rockwell's product lines.
• Experience leading projects both directly and through influence, with an emphasis on collaboration.

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