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The Senior Manager Customer Experience (CX) is responsible for CX operations within a range of Global Business Enterprises (GBEs) and ensures excellent customer support in all areas of pre-sales activities, order processing, fulfilment, invoicing, digital transformation and driving innovation.

This role will report to the Global CustomerExperience Leader/regional Customer Experience Leader and will lead anoperating team of customer support specialists, equally being responsible toprovide overall leadership, setting future strategy, driving transformation andcontinuing to grow and develop the capabilities to provide a world classsupport team for all the GBEs across IA.

Principal Responsibilities

Key Operational Responsibilities:

Implementing the strategy and objectives in alignment with the overall Honeywell Industrial Automation customer experience strategy and vision.

Managing the customer experience across the GBEs which aligns to Accelerator culture
Contributing to the deployment planning process as it relates to the customer experience for IA AOP initiatives

Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with GBE/Regional leadership and employees, to create an effortless customer experience.

Partnering with GBE leaders ensure the CS team is staffed, trained and equipped with the expertise to support the AOP initiatives.

Learn and share about leading CS 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 pre-sales, purchasing, order fulfilment

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 and meaningful metrics to drive improvement across the customer experience (CSAT, ACSAT, NPS, CCR, CQI etc)

Lead the local preparation and deployment planning for all work transitions moving into or out

of the site

Engage across the business GBEs and functions to understand needs and requirements and

develop an aligned resourcing and skills strategy

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 team that operates at the regional level

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 (PLI, VOE)

Lead employee engagement initiatives including Positive Employee Relations on site

Lead 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

Requirements:

Bachelor's degree in business or related field

7 years' experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or other 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 analyse complex requirements and build appropriate plans

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

Skills:

Minimum 7 years of leadership experience in Program Management, Operations and/or Customer Experience

Comprehensive knowledge of SAP, SFDC, Call Centre 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

Excellent verbal and written communications skills

Ability to present complex technical and support issues at peer and executive levels (internal/external customers)

Additional Information

• JOB ID: HRD258866
• Category: Customer Experience
• Location: 56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,India
• Exempt

Engineering (GLOBAL)