Date Posted:
2022-07-05-07:00
Country:
United States of America
Location:
UTCT1: Corp - CT - Remote Remote Location, Remote City, CT, 06101 USA
Raytheon Technologies Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Roslynn, VA.

To realize our full potential, Raytheon Technologies is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.

The following position is to join our Corporate or Research Center Team:

The Employee Experience Portal Lead plays a critical role in the overall success of People Services Tier 0. This role supports all RTX business units in US, Puerto Rico and Canada, and provides direct and indirect support to employees, managers, and HR professionals. Can be remote.

The Portal Lead will:

• Develop all portal layout and maintain functionality of the site.
• Supervise content for all pages and provide support to our COEs and content partners.
• Manage process to integrate new technology system into portal and coordinate with HR Technology.
• Maintain status for all portal projects and assist to resolve all issues for new and existing channels and automate all processes.
• Perform tests on all configuration and upgrade processes and achieve all objectives and maintain knowledge on new technology for all portal environments.
• Develop and maintain plan for long term objectives for site and recommend enhancements to all content according to strategy/governance.
• Maintain site structure document for all portal views.
• Participate in system upgrade and applications and ensure compliance to all program requirements and design all solutions for new portal and assist to resolve all production issues.
• Monitor and analyze all system metrics and maintain optimal performance for all portals.
• Maintain knowledge of all portal marketplace and continuous changes in industries.

The key responsibilities of this role will:

• Manage the portal and chat strategy, maintenance, and delivery
• Gain and utilize industry standards to ensure we are leveraging best practices.
• Leverage customer feedback, quality assurance trends, performance metrics, to identify opportunities for portal and chat improvements.
• Partner with People Service Leadership to identify opportunities to enhance the employee/customer experience from a Tier 0 perspective.
• Collaborate with COEs to ensure that enterprise initiatives as well as policies and procedures are implemented and supported effectively through a Tier 0 approach
• Foster, develop and maintain strong internal and external relationships with key vendors and key stakeholders
• Leverage continuous improvement tools and resources and/or participate in process improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.
• Identify and help to implement enhancements, automation, and self-service capabilities to improve customer satisfaction and operational efficiency.
• Partner with all areas of People Services, Enterprise Services, Center of Expertise to ensure that customer expectations and overall performance targets are met and/or exceeded.
• Share functional and technical knowledge with the team.
• Complete all required development and compliance training as needed.
• Complete Special Projects and any other duties assigned by the manager.

Required Experience/Qualifications:

• Proficient in MS Office applications, portal platforms similar to ServiceNow.
• Bachelor's degree or equivalent work experience.
• 4+ years of relevant training, technical skills or customer service experience
• Typically requires: A University Degree or equivalent experience and minimum 8 years prior relevant experience, or An Advanced Degree in a related field and minimum 5 years experience

Desired Experience

• Strong project management skills.
• Outstanding problem-solving skills and superior customer service skills.
• Ability to collaborate and interact and partner with senior management.
• Ability to leverage insights to identify enhancement opportunities.
• Strong organizational skills and documenting ability with attention to details.
• Excellent communication skills (written and oral) with all levels of the organization.
• Ability to work with highly sensitive and confidential material and possess good business judgment and ethics.

Relocation assistance is not availa

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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