Technical Program Manager - Employee Experience (EX)

The Opportunity

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. 

This role translates Employee Experience strategy into scalable, reliable technology solutions, ensuring execution across engineering and operations while delivering measurable improvements to the employee experience. The TPM partners across Engineering, End User Computing (EUC), Service Delivery, Cybersecurity, vendors, and business stakeholders to deliver outcomes—not just projects. 

The TPM operates with a strong accountability model—owning results, driving execution, and ensuring sustained operational performance across the EX ecosystem. 

Key Responsibilities

Product Ownership & Delivery 

• 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 
• Prioritize backlog to maximize business value and employee experience outcomes 

Technical Execution 

• 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.