Associate Manager IT, User Experience Engineering

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Associate Manager IT, User Experience Engineering is responsible for leading the strategy, engineering, automation, and operational maturity of the enterprise End User Experience (EUX) platform and tooling ecosystem. This role oversees teams responsible for endpoint experience monitoring, automation, digital employee experience (DEX), AI-enabled operational improvements, and user-facing technology optimization across a global environment.

This position leads the engineering and operational direction for EUX tooling platforms including endpoint telemetry, automation frameworks, proactive remediation, AI-driven support enhancements, and user experience analytics. The Manager, User Experience Engineering partners closely with Endpoint Engineering, Service Desk, Security, Infrastructure, Field Services, and executive stakeholders to improve device experience, reduce operational friction, and modernize support delivery.

The ideal candidate combines strong technical leadership with operational strategy, automation expertise, and a passion for improving employee productivity and satisfaction through technology.

What You’ll Do

Leadership & Team Management

End User Experience Strategy

- Define and execute the enterprise End User Experience strategy across Windows, macOS, and mobile environments.
- Drive initiatives focused on improving employee productivity, endpoint performance, and overall digital experience.
- Establish measurable EUX metrics including device health, login performance, application stability, remediation effectiveness, and user satisfaction.
- Use telemetry and analytics platforms to identify trends, systemic issues, and optimization opportunities.
- Partner with Service Desk and Endpoint teams to reduce recurring incidents and improve support efficiency.

Tools & Platform Ownership

- Oversee enterprise EUX tooling platforms including Nexthink, endpoint telemetry platforms, automation frameworks, AI-enabled support tooling, and operational dashboards.
- Ensure platform stability, governance, lifecycle management, and operational maturity.
- Evaluate emerging technologies and recommend strategic improvements to the EUX tooling ecosystem.
- Lead vendor engagement and platform roadmap discussions.

Automation & AI Enablement

- Lead enterprise automation initiatives focused on reducing manual operational effort and improving support outcomes.
- Develop strategy for proactive remediation, self-healing workflows, and intelligent automation.
- Partner with AI and operational teams to expand AI-assisted support capabilities.
- Drive adoption of automation across Endpoint Engineering, Field Services, and Service Desk operations.
- Establish automation governance standards, documentation practices, and operational review processes.

Engineering & Operational Excellence

- Improve operational maturity across endpoint experience management.
- Establish standards for monitoring, alerting, remediation workflows, reporting, and escalation management.
- Develop and track KPIs related to endpoint health, remediation success, automation effectiveness, and operational efficiency.
- Lead root cause analysis efforts for large-scale user experience issues.
- Ensure engineering documentation, support runbooks, and operational procedures remain current.

Cross-Functional Collaboration

- Partner with Endpoint Engineering teams supporting MECM, Intune, JAMF, and software management.
- Collaborate with Security teams on compliance monitoring, endpoint risk reduction, and vulnerability remediation visibility.
- Work closely with Service Desk and Field Services leadership to improve operational workflows and support quality.
- Present platform health, operational trends, and strategic recommendations to IT leadership.
- Support enterprise transformation initiatives involving endpoint modernization, AI adoption, and operational automation.

Qualifications

Responsibilities

Lead and mentor engineering teams responsible for End User Experience platforms, automation initiatives, and operational tooling.; Manage day-to-day priorities, workload balancing, project execution, and escalation management.; Establish performance expectations, development plans, and operational KPIs for engineering staff.; Build a culture focused on innovation, proactive engineering, automation, and continuous improvement.; Partner with global IT leadership to align EUX initiatives with broader enterprise technology strategy.; Improved endpoint health, performance, and user experience metrics across the enterprise.; Increased operational efficiency through automation and proactive remediation.; Reduced recurring incidents and lower manual support workload.; Strong adoption and operational maturity of EUX tooling platforms.; Actionable reporting and analytics enabling data-driven operational decisions.; Improved collaboration between Endpoint Engineering, Service Desk, and Field Services teams.; Successful delivery of strategic EUX and automation initiatives.; Enhanced employee productivity and satisfaction through technology improvements.

Requirements

7+ years of experience in Endpoint Engineering, Digital Employee Experience (DEX), EUX Engineering, or related enterprise IT disciplines.; 3+ years of experience leading technical teams or engineering functions.; Strong experience with endpoint analytics and telemetry platforms such as Nexthink.; Experience building or managing automation frameworks and proactive remediation solutions.; Strong understanding of enterprise endpoint ecosystems including Windows, macOS, MECM/SCCM, Intune, and JAMF.; Experience with scripting and automation technologies such as PowerShell, Python, or Bash.; Experience driving operational improvements through analytics, automation, and engineering process optimization.; Strong communication and leadership skills with ability to influence technical and non-technical stakeholders.; Experience managing enterprise operational KPIs and service improvement initiatives.; Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

Nice to have

Experience with AI-enabled IT operations or support tooling.; Experience supporting global enterprise environments.; Familiarity with ITSM and operational governance processes.; Experience leading digital transformation or modernization initiatives.; Experience working in highly distributed endpoint environments.; Knowledge of endpoint security and compliance frameworks.