Customer Experience Program Manager - West Region

BENEFITS OF WORKING FOR HONEYWELL

ABOUT HONEYWELL TECHNOLOGIES

THE BUSINESS UNIT

KEY RESPONSIBILITIES

• The Regional Operations Leader will:
• Lead the regional Operations organization.
• Operate as a key member of the regional Services leadership team.
• Partner with the Regional General Manager and Regional Finance Leader to deliver the region’s Annual Operating Plan.
• Lead regional operational rhythms, including sub-regional pulses, operating reviews, MBR preparation, SIOP, capacity planning, cash reviews, campaigns, and initiative execution.
• Provide people leadership to designated regional operations roles, which may include:
• Contract Renewal Specialists
• SPOT Coordinators
• Field Service Coordinators
• Service Administrators
• Cash or collections support roles
• Other operational-enablement roles assigned to the region
• Serve as the regional escalation and coordination point for operational issues involving Finance, Information Technology, Supply Chain, Digital, Contracts, Business Service Centers, systems, data, and process organizations.
• Principal Responsibilities
• Regional Operational Leadership and Accountability
• Management Operating System and Business Rhythm
• Annual Operating Plan and Financial Delivery
• Service Contract Execution
• SPOT and Reactive Quoted Work
• Service Project Operational Excellence
• People Leadership and Organizational Capability
• Regional Capacity Planning and Labor SIOP
• Process Standardization, Systems, and Data
• Productivity and Business Improvement
• Cross-Functional Partnership
• Safety, Quality, and Compliance
• Key Performance Indicators
• The final targets should be calibrated to the regional baseline, AOP, and approved Honeywell performance framework. The measures below define the recommended KPI structure.
• Business and Financial Performance
• Regional orders, revenue, operating income, and variable contribution margin versus AOP.
• Risk-and-opportunity delivery and forecast accuracy.
• Service Contract renewal performance.
• SPOT orders, revenue, margin, and backlog conversion.
• Service Project revenue conversion, EAC performance, change orders, billing, and job closure.
• Cash, past dues, AFDA, disputes, unbilled balances, and working capital.
• Productivity commitments and verified financial benefits.
• Operational Execution
• On-time completion of regional operating actions.
• Aged operational actions and escalation closure.
• Quote, booking, execution, billing, and closure cycle time.
• Renewal and project milestone adherence.
• Backlog aging and closure velocity.
• First-pass quality of booking, billing, renewal, and project documentation.
• Data completeness and timeliness.
• Compliance with standard processes, approvals, and GDM requirements.
• People and Capability
• Employee engagement and retention.
• Quality and timeliness of performance and development plans.
• Succession coverage for critical roles.
• Training and certification completion.
• Time to fill critical vacancies.
• Capability-gap reduction against regional demand.
• Team productivity and workload balance.
• Technology and Transformation
• Adoption of standard systems and digital workflows.
• Reduction in manual reporting and non-value-added work.
• Usage and benefit realization from remote delivery, centralized resources, HBOC, GES, and approved digital capabilities.
• Process automation benefits.
• System and data-quality issue closure.
• On-time deployment of regional transformation initiatives
• Customer Enablement
• Reduction in operational issues requiring customer-facing leader intervention.
• Timeliness of response to customer-impacting operational escalations.
• Billing and execution issues affecting customer experience.
• Successful project-to-service handovers.
• Improved operational capacity for customer-facing leaders to focus on relationships, growth, connected offerings, and customer outcomes.

Qualifications

• YOU MUST HAVE
• 5+ experience leading people and building accountable, high-performing teams.
• 5+ years experience using business and financial acumen, including experience with orders, revenue, margin, forecasting, productivity, cash, and working capital.
• 5+ years experience leading cross-functional operating rhythms and resolving complex execution barriers.
• 5+years experience using service operations processes, systems, data, tools, and performance metrics.
• WE VALUE
• Bachelor’s / Master’s degree in Engineering, Business, Operations, Finance, Technology, or a related discipline, or equivalent relevant experience.
• Experience across Service Contracts, SPOT, and Service Projects.
• Experience with CRM, CPQ, SAP, service-management, project-management, contract-renewal, workforce-planning, analytics, and reporting platforms.
• Knowledge of field-service productivity, capacity planning, Labor SIOP, remote delivery, centralized engineering, and subcontractor models.
• Experience implementing digital tools, workflow automation, analytics, or AI-enabled operational capabilities.
• Experience leading business transformation across multiple branches or geographic areas.
• Knowledge of safety, quality, commercial, contract, billing, collections, and compliance requirements in a service environment.
• Demonstrated ability to influence across organizational boundaries.
• Strong analytical problem-solving and executive communication skills.
• Customer-focused judgment combined with disciplined operational execution.
• BENEFITS OF WORKING FOR HONEYWELL
• In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. Learn more ( https://benefits.honeywell.com/ )