Service Manager, Multi-Domain Products (Hybrid)

Prattwhitney; Cedar Rapids (IA); Hybrid; USD 108,000 - 205,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Three weeks of vacation

401(k) plan with employer matching

Tuition reimbursement

Student Loan Repayment Program

Life insurance

Employee Assistance Program

Job summary

Collins Aerospace is seeking a Service Manager to shape service strategy and governance for its multi‑domain solutions portfolio. The role leads cross‑functional teams across product management, engineering, and operations to ensure reliable, responsive service and strong customer satisfaction.

Hybrid work model with locations including Cedar Rapids, IA and other U.S. hubs. Requires a university degree and extensive service management experience in tech or multi‑domain environments.

Qualifications

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience
• 5+ years of service management, support leadership, or operations management experience, ideally in technology or multi‑domain solution environments
• Experience working with customers and stakeholders in high‑impact service environments

Responsibilities

• Develop and maintain the service strategy for the multi‑domain solutions portfolio, ensuring alignment with business goals and customer needs
• Define service standards, SLAs, KPIs, and operational requirements across all solution domains
• Oversee service governance, including compliance, process standardization, and continuous improvement
• Lead day‑to‑day service delivery operations across multiple product and technology domains
• Ensure consistent execution of support processes such as incident management, problem management, change management, and escalation handling
• Coordinate cross‑functional teams to resolve complex multi‑domain issues and drive efficient root‑cause analysis
• Manage customer support teams and ensure high‑quality case handling, escalations, and customer communication
• Monitor customer satisfaction metrics and implement initiatives to enhance service quality and responsiveness
• Collaborate with account management teams to address customer concerns and identify service improvements
• Strategically and quickly coordinate service contract proposals with production product managers
• Ensure new products and solutions are service‑ready with clear support models, documentation, and training materials
• Drive readiness plans for new releases, integrations, and cross‑domain solution updates
• Partner with product and engineering teams to provide customer feedback and influence roadmap decisions
• Lead, mentor, and develop service and support team members
• Promote a culture of collaboration, accountability, and customer focus across global or regional service teams
• Act as the primary service liaison across internal stakeholders and strategic partners
• Analyze service performance, operational metrics, and support workloads to identify trends and improvement opportunities
• Implement best practices, automation, and efficiency enhancements across service operations
• Prepare executive‑level reports on service performance, portfolio health, and risk management

Skills

Service management

Leadership

Cross-functional collaboration

Communication

Education

University Degree

Advanced Degree

Job description

Date Posted: 2026-08-25 Country: United States of America Location: US-IA-CEDAR RAPIDS-121 ~ 350 Collins Rd NE ~ BLDG 121 Position Role Type: Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract. Security Clearance Type: None/Not Required Security Clearance Status: Not Required

The Service Manager plays a critical role in shaping how Collins Aerospace delivers service and support across its Multi-Domain Solutions portfolio. With responsibility spanning multiple products and technologies, this position helps ensure customers receive reliable, responsive, and consistent support throughout the lifecycle of our solutions. You will work at the intersection of customers, product management, engineering, operations, and service teams, bringing these groups together to solve complex issues, strengthen service performance, and continuously improve the customer experience. This role offers the opportunity to influence both day‑to‑day service execution and the longer‑term service strategy for a growing portfolio. You will lead support operations, establish service standards and performance measures, drive resolution of complex customer issues, and ensure new products and releases are ready to be successfully supported. You will also use customer feedback and operational data to identify opportunities for improvement, help shape product and service decisions, support service contract proposals, and develop a high‑performing service organization focused on delivering meaningful value to customers.

This is a hybrid position, with the ideal candidate based in one of the following locations: Cedar Rapids, IA; Largo, FL; Richardson, TX; Burnsville, MN, or Atlanta, GA.

What You Will Do:

Service Strategy & Governance Develop and maintain the service strategy for the multi‑domain solutions portfolio, ensuring alignment with business goals and customer needs Define service standards, SLAs, KPIs, and operational requirements across all solution domains Oversee service governance, including compliance, process standardization, and continuous improvement

Service Delivery Management Lead day‑to‑day service delivery operations across multiple product and technology domains Ensure consistent execution of support processes such as incident management, problem management, change management, and escalation handling Coordinate cross‑functional teams to resolve complex multi‑domain issues and drive efficient root‑cause analysis

Customer Experience & Support Operations Manage customer support teams and ensure high‑quality case handling, escalations, and customer communication Monitor customer satisfaction metrics and implement initiatives to enhance service quality and responsiveness Collaborate with account management teams to address customer concerns and identify service improvements Strategically and quickly coordinate service contract proposals with production product managers

Portfolio Enablement & Readiness Ensure new products and solutions are service‑ready with clear support models, documentation, and training materials Drive readiness plans for new releases, integrations, and cross‑domain solution updates Partner with product and engineering teams to provide customer feedback and influence roadmap decisions

People Leadership & Collaboration Lead, mentor, and develop service and support team members Promote a culture of collaboration, accountability, and customer focus across global or regional service teams Act as the primary service liaison across internal stakeholders and strategic partners

Continuous Improvement & Reporting Analyze service performance, operational metrics, and support workloads to identify trends and improvement opportunities Implement best practices, automation, and efficiency enhancements across service operations Prepare executive‑level reports on service performance, portfolio health, and risk management

Qualifications You Must Have:

Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience 5+ years of service management, support leadership, or operations management experience, ideally in technology or multi‑domain solution environments Experience working with customers and stakeholders in high‑impact service environments Proven ability to manage complex portfolios and coordinate cross‑functional teams Bid and proposal experience/gate review experience

Qualifications We Prefer:

Experience within aerospace, defense, or similarly complex technical industries supporting product or program portfolios across the service lifecycle, including collaboration with customers, service/repair centers, product management, engineering, and operations Strong understanding of service management frameworks Excellent communication, leadership, analytical, and problem‑solving skills

What We Offer:

Some of our competitive benefits package includes:

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
• Tuition reimbursement program.
• Student Loan Repayment Program.
• Life insurance and disability coverage.
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance,critical illnessinsurance, group legal, ID theft protection.
• Birth, adoption, parental leave benefits.
• Ovia Health, fertility, and family planning.
• Adoption Assistance.
• Autism Benefit.
• Employee Assistance Plan, including up to 10 free counseling sessions.
• Healthy You Incentives, wellness rewards program.
• Doctor on Demand, virtual doctor visits.
• Bright Horizons, child and elder care services.
• Teladoc Medical Experts, second opinion program.
• And more!

Relocation Eligibility Eligible for relocation

Avionics delivers advanced cockpit displays, vision systems, and comprehensive digital solutions for global government, commercial and business aviation customers. We provide connectivity and managed data services to ensure safety and seamless communication for passengers, crews, and militaries, from aircraft and airports to air traffic management.

Join us in creating solutions that connect the world, one flight at a time.

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader. At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with customers and with each other -- propel us all higher, again and again.

The salary range for this role is 107,500 USD - 204,500 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. 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 Arlington, Virginia.