Manager - Customer Data Processes and Transformation

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Who We are?

At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. 

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

What You Will Do:

The Customer Data Processes and Transformation Manager leads process improvement initiatives within the Customer Master Data Management team. Working closely with the Customer Data Quality Assurance Manager, this role enhances efficiency, standardizes and automates workflows, and drives compliance, operational stability, and high-quality 24/7 service delivery.

This role combines process optimization, change management, and data governance to deliver scalable, reliable, and continuously improving processes and tools that enable global customers operations.

Responsibilities:

Team Leadership & Operational Management

• Align with company strategy, goals, and policies
• Nurture a culture of quality, accountability, agility, and continuous improvement
• Guide the team in effective problem-solving, escalation, and stakeholder engagement
• Support performance evaluation, training needs assessment and hiring initiatives for analysts and specialists

Process Transformation & Continuous Improvement

• Lead or contribute to process redesign, standardization, and automation initiatives
• Drive continuous improvement through root cause analysis and preventive and corrective actions
• Enhance turnaround times, accuracy, and overall process consistency

Change Management & Stakeholder Engagement

• Lead change management activities (e.g.: communications, stakeholder alignment)
• Collaborate with cross-functional teams to identify gaps and implement system, workflow, and governance enhancements
• Serve as a subject matter expert for transformation initiatives and digital projects
• Ensure timely resolution of process-related inquiries

Governance, Quality & Operational Support

• Align workflows with governance frameworks, policies, and standards
• Identify performance gaps using dashboards, metrics, and controls
• Address recurring issues and implement sustainable solutions
• Coordinate testing activities and manage system-related operational tickets

Capability Building & Enablement

• Develop and maintain training material, process documentation and work instructions, and coordinate or provide training
• Support onboarding and upskilling of team members
• Coach team members on process adherence, problem-solving, and escalation
• Share knowledge through governance forums and reviews

What will you learn:

Strategic alignment and execution

Operational excellence and service reliability

Effective communication and influential leadership

Continuous improvement toward operational maturity

Process improvement impact and change effectiveness

Sustainable issue resolution

Stakeholder confidence and collaboration

Professional responsiveness

Qualifications You Must Have:

• Bachelor’s degree in Management, Operations, Industrial Engineering, or a related field with 8-12 years of relevant experience, or a Master’s degree with 8+ years.
• Proven experience in process improvement, transformation, or operational excellence roles
• Experience working with cross-functional stakeholders to resolve complex operational or data-related issues
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities in a fast-paced operational environment
• Foundational understanding of Lean, Six Sigma, or similar process improvement methodology

Qualifications We Prefer:

• Experience with data governance frameworks, controls, and operational standards
• Familiarity with performance monitoring tools, dashboards, or operational metrics
• Experience working with workflow systems, ticketing tools, or data platforms (e.g., SAP, CRM, Power BI)
• Knowledge of Global Trade, the Sarbanes-Oxley Act (SOX) compliance, the General Data Protection Regulation (GDPR), or data privacy requirements
• Awareness of cybersecurity principles related to data integrity and protection
• Strong communication skills, with ability to summarize, influence and drive adoption of change

Shifts/Work Hours:

Day Shift: typically 9:00-16:00 IST on-site, on weekdays, with 2 hours of remote work to support EST meetings or training

On call support: availability outside standard hours for urgent issues.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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