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.
This position is intended to convey\nto the new, independent company, to be named Solstice Advanced Materials when\nthe separation occurs. This is expected\nto occur in late 2025 or early 2026.
At Advanced Materials, we are\ncommitted to offering the highest value-add specialty solutions in the advanced\nmaterials sector. Our goal is to solve our customers' most complex challenges\nthrough a robust and innovative product portfolio and by doing so, deliver\nexceptional value to our stakeholders. We have identified actionable strategies\nto grow by expanding into new products and markets and through strategic\nacquisitions, while keeping our top operating margins.
Key responsibilities
Leads 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.Direct management of a global leadership team (6-8 direct reports) responsible for various activitiesCollaborate and align with Honeywell Cx Corp to Drive Digital Transformation (GenAI, DCA/LCA, etc)Develop 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.Develop and conduct total customer experience maturity assessments in ESS and drive total customer experience employee and leadership engagement plan.Drive an efficient Accelerator enterprise across ESS globally to support all GDM business models of products, projects and services.Facilitate the development and communication of customer experience change initiatives, serving as a change agent with the ESS leadership team and employees.Partner and coach with Customer Business teams, GBEs, HR, IT, corporate HON in driving key improvement initiatives as part of customer experience implementation. Represent 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.Establish 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.Fulfillment the daily activities (individuals or team activities), as well as the annual projects, according to the established performance levelCreates and reviews periodically the job descriptions for direct reportsParticipates in the recruitment and selection process for hiring staff.Set targets for each direct report and invests time in their Individual Development Plan.Ensures accurate data maintenance in HR Direct (open requisitions, terminations, transfers)Collaborates with other leaders within ESS to drive improved KPI’s for ESS, especially Logistics, Planning and commercial leaders.Approves Bravo awards, as well as disciplinary actions or termination initiation;Sets development plans (technical & behavioral) for his own reports, ensures succession planning.Conducts annual performance assessment of direct reports, based on individual targets in HPD and Honeywell behaviors.Follows the implementation and compliance with internal regulations and rules of health, safety, and environmental.Organizes department resources, based on organization's needs and legal provisions regarding vacation planning, overtime, unpaid leave etc.Key skills and qualifications
Bachelor’s degree in business or a related field.Master’s degree / MBA preferred.Experience leading a large, global organization (200+). 5-10y+ Experience in a customer service field and/or customer relationship management function.Extensive management experience required Global/International Leadership experience preferredSix Sigma Greenbelt or higher certification Accelerator GDM deployments /knowledgeCollaboration skills Knowledge of End to End supply chain processes and tools, specifically Quote and Order to Cash.Our offer
3 + 2 hybrid work arrangement to support your work-life balanceCompetitive Salary regularly increased based on your performanceEnjoy 25 vacation days per year, plus extra days off for life's special eventsWe provide meal vouchersMedical Insurance Plan paid by the companyRecognition & referral bonus programsComprehensive induction, ongoing training and development to set you up for successWork experience opportunities to help you grow your career with usGlobal employee networks to help you connect and grow
Joining our team\nmeans becoming part of an organization which leverages its long-standing\nreputation to capture growth trends by investing in innovation and\nmanufacturing enhancements and maintaining deep customer relationships.
We foster a\ncollaborative and inclusive work environment that values contributions and\nsupports professional development. With a focus on innovation and\nsustainability, the team is dedicated to delivering value and making a\nmeaningful impact in advancing our customers' success. Let’s make that impact\ntogether.
Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!
Additional InformationJOB ID: req486188Category: Customer ExperienceLocation: 3 George Constantinescu,,Upground building, 5th floor (entrance A) District 2,Bucharest,BUCURESTI,020339,RomaniaExemptGlobal (ALL)