Director Customer Experience Program Management

Honeywell International, Inc.; Ciudad de México; Híbrido; USD 80,000 - 150,000; Jornada completa

Descripción de la vacante

An innovative organization is seeking a Director of Customer Experience Program Management to lead global transformation initiatives. This role is pivotal in fostering a customer-centric culture and driving operational excellence across various business lines. You will manage a global leadership team, collaborate with corporate teams on digital initiatives, and implement best practices to enhance customer experience. The position offers a hybrid work schedule, opportunities for career growth, and a supportive environment focused on innovation and sustainability. Join a dynamic team and make a significant impact on customer success!

Servicios

Hybrid work schedule

Recognition & referral bonus programs

Comprehensive induction and ongoing training

Opportunities for career growth

Global employee networks

Formación

• 5-10+ years in customer service or CRM functions.
• Experience leading large global organizations.
• Strong collaboration skills and process knowledge.

Responsabilidades

• Lead global teams for digital and process transformation.
• Develop strategic plans and assess organizational capabilities.
• Facilitate customer experience change initiatives.

Conocimientos

Leadership

Customer Service

Collaboration

Process Transformation

Data Reporting

Analytics

Six Sigma Greenbelt

Supply Chain Knowledge

Educación

Bachelor's degree in business or related field

Master's degree / MBA

Descripción del empleo

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:

1. 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, fostering a customer-centric and user experience-driven culture, driving excellence, and continuous operational optimization.
2. Direct management of a global leadership team (6-8 direct reports) responsible for various activities.
3. Collaborate and align with Honeywell Cx Corp to drive digital transformation initiatives (GenAI, DCA/LCA, etc.).
4. Develop and deliver the transformation strategic plan and AOP, assess organizational capabilities, and build and implement a coherent organization development strategy for ESS in alignment with ESS Strategy.
5. Conduct total customer experience maturity assessments in ESS and drive employee and leadership engagement plans.
6. Drive an efficient Accelerator enterprise across ESS globally to support all GDM business models of products, projects, and services.
7. Facilitate the development and communication of customer experience change initiatives, serving as a change agent with the ESS leadership team and employees.
8. Partner and coach with Customer Business teams, GBEs, HR, IT, and corporate HON to drive key improvement initiatives as part of customer experience implementation.
9. Represent ESS business needs to corporate HON teams to ensure our unique business models are effectively represented in GDM designs.
10. Establish best practices, policies, procedures, and actions for CoE and Front Office organizations to drive standardization, increased productivity, and improved quality and customer experience, including effective Order to Cash processes.
11. Deliver daily activities (individual or team) and annual projects according to established performance standards.
12. Create and review job descriptions for direct reports periodically.
13. Lead development and recruitment of staff.
14. Set targets for each direct report and invest in their individual development plans.
15. Ensure accurate data maintenance in HR Direct (open requisitions, terminations, transfers).
16. Collaborate with other leaders within ESS to improve KPIs, especially in Logistics, Planning, and Commercial areas.
17. Approve Bravo awards and disciplinary actions or terminations.
18. Set development plans (technical & behavioral) for reports and ensure succession planning.
19. Conduct annual performance assessments of direct reports based on individual targets and Honeywell behaviors.
20. Ensure compliance with internal regulations and health, safety, and environmental rules.
21. Organize department resources based on organizational needs and legal provisions regarding vacation, overtime, and leave.

Must Have:

• Bachelor’s degree in business or a related field.
• Master’s degree / MBA preferred.
• Experience leading a large, global organization (60+ employees).
• 5-10+ years of experience in customer service or CRM functions.
• Extensive management experience.
• Global/International leadership experience preferred.
• Experience in other supply chain functions preferred.
• Six Sigma Greenbelt or higher certification.
• Knowledge of Accelerator GDM deployments.
• Strong collaboration skills.
• Knowledge of end-to-end supply chain processes, especially Quote and Order to Cash.

Our Offer:

• 3 + 2 hybrid work schedule for work-life balance.
• Recognition & referral bonus programs.
• Comprehensive induction, ongoing training, and development.
• Opportunities for career growth.
• Global employee networks for connection and growth.

Joining Honeywell means becoming part of an organization that leverages its reputation to capture growth trends through innovation and manufacturing enhancements, maintaining deep customer relationships.

We foster a collaborative and inclusive environment that values contributions and supports professional development, focusing on innovation and sustainability to deliver value and impact customer success. Let’s make that impact together.

Join us to be part of a global team of thinkers, innovators, dreamers, and doers shaping the future!

Honeywell is an equal opportunity employer. Qualified applicants will be considered regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.