Honeywell Director Customer Experience 

United States 

460479202

This role is also responsible for providing overall leadership the Centre of Excellence, setting future all the GBEs across IA.
Key Responsibilities:

• Implementing the strategy and objectives in alignment with the overall IA customer experience strategy and vision.
• Managing the customer experience across the GBE which aligns to AOS culture
• Contributing to the deployment planning process as it relates to the customer experience for IA STRAP initiatives
• Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with
• GBE/Regional leadership and employees, in order to create an effortless customer experience.
• Partnering with GBE leaders ensure all teams are staffed, trained and equipped with the expertise to support the AOP and STRAP initiatives.
• Learn and share about leading practices and determining how they apply to improving GBE's customer experiences.
• Participate in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points.
• Leading a team of customer support managers and supervisors in the error free execution of the order management processes
• Adopting and reporting on the vital few and meaningful metrics to drive improvement across CX.
• Lead the local preparation and deployment planning for all work transitions moving into or out of the HUB.
• Engage across the business GBEs and functions to understand needs and requirements and develop an aligned resourcing and skills strategy
• Assess the external market in order to inform local business plans; continue to monitor and evaluate changes which may impact business support
• Adapt local plans to accommodate business or external changes as needed
• Continue to evaluate organization effectiveness and site performance, driving change initiatives and reviewing organization design where needed
• Help to develop the AOP and establish a process to meet or exceed budgetary targets
• Lead & execute on key transformational projects for the customer support teams
• Developing an MOS and Tier cadence in line with global and GBE expectations
• Facilitate cross-SBG communication and alignment at a site level
• Ensure adherence to company policies, standards and procedures, including integrity and compliance, health, safety and environment, and business continuity (disaster/ emergency recovery) People & Culture
• Leading a local & regional team that operates globally
• Coaching leadership presence & business acumen for customer facing interactions
• Establishing a culture that supports AOS and creates a learning environment
• Championing the transformation efforts and leading the change process
• Establishing an internal measurement system which drives a culture of a bias towards metrics based on a customer viewpoint
• Ensuring root cause and corrective actions associated with customer support issues are documented and executed for organizational improvement.
• Provide training to help new and existing employees build and maintain the skills they need to deliver on their part of the organization’s customer experience strategy
• Drive Talent Strategy for the site in partnership with HR, including Organization Design, Early
• Career Programs, career paths and leader development
• Lead employee engagement initiatives including Positive Employee Relations on site
• Sustain a ‘one-SBG’ cohesive team and culture across the site, acting as a connection point across the functional teams
• Lead site communications with managers and employees, including a regular cadence of Town Hall and Skip Level meetings
• Deploy a training and development plan in partnership with HR and functional experts to
  enhance local capabilities and build skills aligned to future business needs
• Ensure a quality New Employee Orientation is deployed for all new hires

YOU MUST HAVE:

• Bachelor's degree
• 8 years’ experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or related fields
• Ability to manage complex issues to meet customer experience expectations
• Demonstrated leadership of transformational change, globally
• Ability to develop high performing teams
• Strong, results driven - ability to implement process rigor through organizations
• Able to effectively analyze complex requirements
• Responsive, reacts with appropriate urgency & professionalism
• Demonstrated ability to effectively balance/prioritize issues
• Strong relationship building/networking/interpersonal skills including coaching and feedback
• Excellent communication skills (written & oral) and presentation skills
• Strong bias for action

WE VALUE:

• Master’s degree
• 7 years of leadership experience with global/diverse teams
• 7 years of experience in Program Management, Operations and/or Customer Service
• 5 years of relevant experience - Greenbelt certification
• Comprehensive knowledge of SAP, SFDC, Call Center Telephony and digital transformations
• Ability to quickly adapt to differing leadership styles across multiple customer business teams
• Ability 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 activities
• Strong verbal and written communications skills
• Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
  

• JOB ID: HRD243370
• Category: Customer Experience
• Location: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
• Exempt