Technical Program Manager - Employee Experience (EX)

About the role

The Technical Program Manager (TPM) – Employee Experience (EX) is responsible for end-to-end ownership and delivery of key digital workplace and employee experience products and initiatives across Black & Veatch.

Responsibilities

• Own the end-to-end lifecycle of assigned EX products and initiatives
• Define product vision, roadmap, and success criteria aligned to business and D&IT priorities
• Lead delivery of major EX initiatives, including:
• Endpoint lifecycle and device modernization
• Day 1 onboarding and provisioning experience
• Digital Employee Experience (DEX) tools and insights
• A/V and collaboration experience
• Field and site technology experience
• Translate business and experience needs into technical requirements and solutions
• Partner with engineering teams to design scalable, secure, and supportable solutions
• Drive Agile delivery practices including backlog refinement, sprint planning, and release execution
• Ensure integration across enterprise platforms (endpoint, ITSM, identity, collaboration tools)
• Operational Performance & Service Integration
• Ensure delivered solutions operate reliably in production
• Define support models, runbooks, and escalation paths with Service Delivery
• Embed monitoring, telemetry, and ITSM practices into all capabilities
• Drive reduction of incidents, repeat issues, and operational inefficiencies
• Metrics, Measurement & Continuous Improvement
• Define and manage performance using experience and operational metrics
• Experience Metrics (XLA-aligned): Trust (sentiment, reliability, repeat issues), Ease (FCR, onboarding speed, self-service success), Confidence (change success, major incident reduction)
• Operational Metrics: On-time / on-scope delivery, Adoption and utilization, Incident trends and repeat incident reduction, Endpoint and collaboration reliability
• Use data (DEX, service data, feedback) to continuously improve outcomes
• Cross-Functional Leadership & Accountability
• Lead execution across teams without direct authority
• Hold teams accountable to commitments, timelines, and quality standards
• Identify and resolve risks, dependencies, and blockers
• Ensure clear ownership across all participating teams and vendors
• Governance & PMO Alignment
• Partner with PMO to align on:
• Delivery governance and standards
• Portfolio prioritization and dependencies
• Status reporting and execution discipline
• Ensure adherence to enterprise delivery frameworks and milestones
• Employee Experience Focus
• Represent the voice of the employee in all product decisions
• Identify friction points using feedback and usage insights
• Ensure delivery drives measurable improvements in productivity, ease, and confidence
• Management Responsibilities
• Acts as a project manager
• Among responsibilities is management of a project team
• The individual comprising this team may vary by project

Qualifications

• Bachelor’s degree in Information Technology, Engineering, Computer Science, or related field (or equivalent experience)
• 10+ years of experience in product management, technical delivery, or engineering roles
• Strong technical experience in: Endpoint management and lifecycle, IT Service Management (Incident, Problem, Change), Enterprise platforms (e.g., ServiceNow, identity, collaboration tools)
• Experience working within Agile or hybrid delivery models
• Experience in Digital Employee Experience (DEX) or workplace technology
• Experience with service performance management and experience-level metrics (XLAs)
• Experience working with vendors and managed service providers

Core Competencies

• Accountability and ownership mindset
• Technical depth and engineering credibility
• Strong execution and delivery focus
• Data-driven decision making
• Cross-functional leadership and influence
• Employee-first mindset

Preferred Qualifications

• Bachelor’s of Business Administration or related field
• Twelve or more years related experience

Salary and Benefits

Salary Plan: ITS - Information Technology Service
Job Grade: 018

Black & Veatch offers a comprehensive benefits package including:

• Medical, dental, and vision insurance
• Disability insurance
• Paid vacation and holiday time
• Sick time
• Dependent sick time
• Company-matched 401k plan
• Tuition reimbursement
• Vendor discounts
• Employment referral program
• AD&D insurance
• Pre-taxed accounts
• Voluntary legal plan
• B&V Credit Union membership

Additionally, professionals may be eligible for a performance-based bonus program.

Black & Veatch is committed to being an employer of choice by providing innovative and effective solutions for clients through a diverse and inclusive workforce. As an employee-owned company, our professionals share in the long-term success through stock ownership.