The Role
Lead and coach a customer experience team to drive operational excellence, implement CX strategies, analyze feedback and KPIs, collaborate cross-functionally, and streamline processes to improve customer satisfaction.
Summary Generated by Built In
Responsibilities
- Manage the BSC teams in the Honeywell Building Automation business, ensuring alignment with service organization initiatives and priorities.
- Maintain partnership with Service Organization Leadership to drive functional excellence and standardization.
- Recruit, develop, and evaluate personnel to ensure efficient operation of the function and mentor team members for overall development.
- Manage operational performance according to KPIs and requirements, developing and executing corrective action plans as needed.
- Lead cross-functional program teams to achieve objectives for new projects and tools deployment.
- Support efficiency of resource utilization through standardization and automation initiatives.
- Collaborate with functions such as OPex and Functional Excellence to improve processes and business results.
- Create a culture of people engagement by motivating and developing team members.
YOU MUST HAVE
- Bachelor's degree, or equivalent.
- Experience managing customer service teams and driving service excellence.
- Strong leadership skills with the ability to train, motivate, and develop a team.
- Experience with SAP, Customer Portals, Oracle, Excel, and integrated reporting systems.
WE VALUE
- Significant experience applying best practices in Customer & Product Support.
- Excellent organizational skills and ability to manage multiple priorities.
- Ability to influence and collaborate across a broader organization.
- Experience working in a multinational, multi-discipline team environment.
Skills Required
- 5 years of proven experience in driving operational excellence and process improvement initiatives
- Strong analytical and problem-solving skills
- Excellent project management and organizational skills
- Ability to collaborate and influence cross-functional teams
- Experience in customer experience management
- Proficient in data analysis and reporting tools
- Bachelor's degree in Business Administration or a related field
- Master's degree
- Strong leadership and team management skills
- Ability to work in a fast-paced and dynamic environment
- Innovative and solution-oriented mindset
- Excellent interpersonal and relationship-building skills
- Continuous learning and self-development mindset
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
