Sr. Customer Experience Manager

Join a team recognized for leadership, innovation and diversity
The Future Is What WE Make It.
When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why all of our employees enjoy access to dynamic career opportunities across different fields and industries.
Are you ready to help us make the future?
A fantastic opportunity has become available within Honeywell Aerospace, and we are currently looking for a highly experienced, and motivated leader to join us as a Senior Customer Experience Manager. The successful individual will a key member of the Customer & Product Support AOG leadership team and will report into our Sr Director of Customer Experience AOG. The Senior Manager (m/f/d) will be responsible for supporting all global Honeywell Aerospace customers (Original Equipment Manufacturers as well as Aftermarket customers supporting Air Transport, Defense & Space, Business & General Aviation). They will have oversight responsibilities for all product and service offerings for a diverse customer base and will ensure that all product and service offerings are supported in an efficient and effective manner.
Key Responsibilities

• Coordinate with customers, CBTs, GBEs, and GTO to identify actions to support critical customer needs/allocations. Drive execution of key C&PS Processes metrics (OTTR, Customer-Sat, Agent-Sat, survey scores/improvement plans, SFDC Case Management).
• Management of Customer Support Representatives to support broad product, service, and support offerings for aircraft platforms for both electrical and mechanical products.
• Drive functional accountability outside of C&PS to drive improvements that impact Honeywell's ability to meet contractual commitments and customer needs.
• Demonstrate excellent C&PS and ISC process knowledge and demonstrate ability to implement process rigor through organizations.
• Provide leadership and direction to a diverse, global, multi-level team dedicated to delivering hardware and software to operators through our Aircraft-On-Ground team.
• Monitor customer partnerships to ensure we minimize delays and cancellations through AOG support and response.
• Drive cross functional activities and responsiveness to solve complex customer problems involving multiple functions that allows hardware shipment or alternate solutions.
• Team with the Integrated Supply Chain (ISC) for new/spare and repair parts to satisfy urgent customer needs quickly.
• Drive improvements in overall execution across a multi-function organization and synchronize all efforts to improve our customer satisfaction.
• Manage relationships with Customers and serve as primary point of escalation for Honeywell senior leaders.
• Frequent and direct interface with senior leaders at global airlines, end operators, and/or channel partners. Develop and deploy a Management Operating System that drives right and fast customer solutions and improves overall customer satisfaction on our Boeing & Airbus industry surveys.
• Drive a continuous improvement culture that continually increases AOG performance and customer responsiveness.
• Streamline AOG order and order status flow to effectively communicate delivery status with internal and external customers.

U.s. Person Requirements
Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.
You Must Have

• You will need to have exceptional leadership experience.
• Proven track record of “Think Big, Make it Happen” to embrace challenge and change.
• Proven track record of effectively managing diverse, global teams.
• Proven and solid experience within a direct customer/stakeholder facing role.
• Extensive and demonstrable experience within business, customer support, ISC, engineering and previous knowledge and experience of the aerospace industry.
• Bachelor’s Degree

We Value

• Curiosity to understand, learn, re-examine and remember by observing, reading, critical thinking and asking questions
• Communication skills to collaborate, problem-solve, influence and get things done from remote, cross-functional stakeholders working across time zones & cultures
• A knowledge or experience of Six Sigma at an advanced level is desired.
• Ability to present complex technical and support issues at peer and executive levels (internal/external customers).
• Experience of program management or supply chain is highly desired due to the nature of this role

Additional Information

• Exempt
• Location: 1944 E Sky Harbor Circle,Phoenix,Arizona,85034,United States
• Category: Customer Experience
• Due to US export control laws, must be a US citizen, permanent resident or have protected status.
• JOB ID: HRD207816

Global (ALL)
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.