Director Customer Experience Program Manager is responsible for leading Process and Digital Transformation for ESS customer care & collections activities globally as a Best-in-Class Customer Experience organization, supporting all ESS Lines of Business, and facilitating a culture of total customer experience focus, global process excellence and continuous operational optimization in partnership with Business and Functions. Supports delivery of key ESS metrics across Customer Experience, Revenue, OI, and Free Cash Flow.
Key responsibilities
•\tLead Global remote teams of Digital Transformation, Process Transformation, Data Reporting and analytics to drive organization design/transformation for customer care/collections activities globally into a Best-in-Class Customer Experience organization facilitating a culture of customer centric and user experience, driving excellence and continuous operational optimization.
•\tDirect management of a global leadership team (6-8 direct reports) responsible for various activities
•\tCollaborate and align with Honeywell Cx Corp to Drive Digital Transformation (GenAI, DCA/LCA, etc.)
•\tDevelop and deliver on the transformation Strategic Plan, AOP, assess organization capabilities, build and implement a coherent organization development strategy for ESS, in alignment with ESS Strategy.
•\tDevelop and conduct total customer experience maturity assessments in ESS and drive total customer experience employee and leadership engagement plan.
•\tDrive an efficient Accelerator enterprise across ESS globally to support all GDM business models of products, projects and services.
•\tFacilitate the development and communication of customer experience change initiatives, serving as a change agent with the ESS leadership team and employees.
•\tPartner and coach with Customer Business teams, GBEs, HR, IT, corporate HON in driving key improvement initiatives as part of customer experience implementation.
•\tRepresent ESS business needs back to corporate HON teams to ensure our unique business models that support chemicals and process flow supply chain models are represented effectively in GDM designs.
•\tEstablish best practices, policies, procedures, actions for CoE and Front office organizations to drive standardization, increased productivity and improved quality, customer experience, and drive effective Order to Cash processes.
•\tDeliver the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level
•\tCreates and reviews periodically the job descriptions for direct reports
•\tLead the development and recruitment of staff.
•\tSet targets for each direct report and invests time in their Individual Development Plan.
•\tEnsures accurate data maintenance in HR Direct (open requisitions, terminations, transfers)
•\tCollaborate with other leaders within ESS to drive improved KPI’s for ESS, especially Logistics, Planning and commercial leaders.
•\tApproves Bravo awards, as well as disciplinary actions or termination initiation
•\tSets development plans (technical & behavioral) for his own reports, ensures succession planning.
•\tConducts annual performance assessment of direct reports, based on individual targets in HPD and Honeywell behaviors.
•\tFollows the implementation and compliance with internal regulations and rules of health, safety, and environmental.
•\tOrganizes department resources, based on organization's needs and legal provisions regarding vacation planning, overtime, unpaid leave etc.
YOU MUST HAVE
•\tBachelor’s degree in business or a related field.
•\tMaster’s degree / MBA preferred.
•\tExperience leading a large, global organization (60+).
•\t5-10y+ Experience in a customer service field and/or customer relationship management function.
•\tExtensive management experience required
•\tGlobal/International Leadership experience preferred
•\tExperience in other supply chain functions preferred
•\tSix Sigma Greenbelt or higher certification
•\tAccelerator GDM deployments /knowledge
•\tCollaboration skills
•\tKnowledge of End to End supply chain processes and tools, specifically Quote and Order to Cash.
Our offer
•\t3 + 2 hybrid work schedule to support your work-life balance
•\tRecognition & referral bonus programs
•\tComprehensive induction, ongoing training and development to set you up for success
•\tWork experience opportunities to help you grow your career with us
•\tGlobal employee networks to help you connect and grow
Joining our team means becoming part of an organization which leverages its long-standing reputation to capture growth trends by investing in innovation and manufacturing enhancements and maintaining deep customer relationships.
We foster a collaborative and inclusive work environment that values contributions and supports professional development. With a focus on innovation and sustainability, the team is dedicated to delivering value and making a meaningful impact in advancing our customers' success. Let’s make that impact together.
Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!
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.