Product Support Community Leader

MSS Community Manager

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!

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:

• 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...

Rockwell Automation is an Equal Opportunity Employer Disability/Veteran. If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, email our Talent Acquisition representative at RAApplicationsupport@ra.rockwell.com.