Sr Cust Exp Manager

Company: Disability Solutions
Location: Richardson
Posted on: September 19, 2023

Job Description:

Innovate to solve the world's most important challengesHoneywell Safety and Productivity
Solutions (SPS), is a $8B enterprise, which provides comprehensive solutions
that enhance workplace safety and incident response, improve enterprise and
workflow performance and enable greater product design innovation. Honeywell
SPS serves customers in aerospace, automotive, commercial building, first
responder, field service, healthcare, logistics, manufacturing, oil & gas,
power and utilities, medical, retail, supply chain, test & measurement and
transportation markets. The Sr Manager of Customer Experience (CX)
is responsible for driving CX Strategy and executing operations for Advanced
Sensing Technologies (AST) globally. You will lead the global customer
experience and excellence strategy for the technical and customer support teams
for Advanced Sensing Technologies across the globally. You will be responsible
to lead and influence cross functionally to drive timely deliveries and
communication to the customers. You will lead and influence cross functional
teams to improve customer communications, transactional & non-transactional
metrics and be responsible for meeting customer experience expectations. You
will identify ways to improve the customer experience and act as a change agent
to drive changes globally across the business. You will help Honeywell be the
customer's top choice by managing an effective Customer Experience Organization.
You will build up your business acumen while learning to address customer needs
in today's dynamic global economy. Lead team efforts to solve complex problems for the customer.This role will report to
the Global Customer Experience Leader. This role is also responsible for
providing overall leadership to the Centre of Excellence, setting future
strategy, and continuing to grow and develop the capabilities to provide a world-class
support team.Principal
ResponsibilitiesAssemble & lead customer Focus Teams as needed from sales, quality, planning, engineering, factory VSM, sourcing etc. to address defined delivery challenges and support same teams when lead by Quality to address quality problems at assigned customers.Monthly strategic scorecard review, challenge data, identify root case & propose corrective actionsCoordinates key customer problem escalation & resolutionDevelops action rails & ensures follow-upPerfects internal customer scorecard and key metricsActs as single face to the customer, a trusted partner and internal champion at Honeywell who can speak on behalf of our entire organization re the customer experience.KPI's include: Revenue attainment & design partner status at assigned customersOn-time to First Promise delivery performanceCustomer Scorecard performanceCustomer transactional metrics such as NPS, customer effort, first contact resolutionU.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 or have the ability to obtain an export authorizationYOU MUST HAVEMust be a US Citizen Years of experience in progressively more responsible roles including customer-facing and operational roles such as customer service, order management, technical support or related fieldsLeadership experienceProgram Management, Operations and/or Customer Service experienceAbility to manage complex issues to meet customer experience expectations Demonstrated leadership of transformational change, globallyStrong, results driven - ability to implement process rigor through organizationsAble to effectively analyze complex requirementsResponsive, reacts with appropriate urgency & professionalism Demonstrated ability to effectively balance/prioritize issuesStrong relationship building/networking/interpersonal skills including coaching and feedback Excellent communication skills (written & oral) and presentation skillsStrong bias for actionWE VALUEBachelor's/Master's degree Excellent organization & project management skillsAn ability to direct, lead, and motivate othersA strong understanding of business driversAn ability to manage complex situationsComprehensive knowledge of SAP, SFDC, Call Center Telephony and digital transformations-------- Ability to quickly adapt to differing leadership styles across multiple customer business teamsAbility to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value-added activitiesStrong verbal and written communications skillsAbility to present complex technical and support issues at peer and executive levels (internal/external customers)Additional Information

Keywords: Disability Solutions, Richardson , Sr Cust Exp Manager, Professions , Richardson, Texas