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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

• Lead 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 activities

• Collaborate 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.

• Deliver the daily activities (individuals or team activities), as well as the annual projects, according to the established performance level

• Creates and reviews periodically the job descriptions for direct reports

• Lead the development and recruitment of 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)

• Collaborate 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.

YOU MUST HAVE

• Bachelor’s degree in business or a related field.

• Master’s degree / MBA preferred.

• Experience leading a large, global organization (60+).

• 5-10y+ Experience in a customer service field and/or customer relationship management function.

• Extensive management experience required

• Global/International Leadership experience preferred

• Experience in other supply chain functions preferred

• Six Sigma Greenbelt or higher certification

• Accelerator GDM deployments /knowledge

• Collaboration skills

• Knowledge of End to End supply chain processes and tools, specifically Quote and Order to Cash.

Our offer

• 3 + 2 hybrid work schedule to support your work-life balance

• Recognition & referral bonus programs

• Comprehensive induction, ongoing training and development to set you up for success

• Work experience opportunities to help you grow your career with us

• Global 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.