Associate Director, Global Customer Experience (Onsite)

RTX•Cedar Rapids, MD

2d•Onsite

About The Position

At RTX, the world's 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. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. Connected Aviation is hiring a results-driven, customer-focused Associate Director, Global Customer Experience (M6) to lead the ARINC Operations Center (AOC) and Business Aviation Service Delivery organization and shape the continued evolution of our customer support model, driving transformation, operational excellence, and exceptional customer outcomes. This leader is responsible for Customer Support and the strategies and capabilities that enable effective service delivery, including Training Strategy, Problem Management, and Knowledge Management , while guiding a team of 100+ professionals. Success in this role requires a leader who can drive operational excellence, establish clear accountability and governance, and deliver continuous improvement. This is an onsite role based at one of the following Collins locations: Annapolis, MD or Cedar Rapids, IA. Travel requirements vary by location: up to 25% for Annapolis and up to 50% for Cedar Rapids. This role is eligible for relocation.

Requirements

Typically requires a University Degree or equivalent experience and minimum 12 years prior relevant experience, or an Advanced Degree in a related field and minimum 10 years experience.
10+ years of progressive experience in aviation customer experience or service delivery.
5+ years of people leadership experience, including experience leading managers and/or multi-functional teams.
Proven experience leading organizational transformation and continuous improvement, including process optimization and standardization.
Experience building high-performing teams, with a focus on skill development, coaching, talent development, and building scalable organizational capabilities.
Demonstrated experience establishing clear governance, accountability, and operating standards across a service organization to drive consistent execution and measurable performance.
Experience partnering across Engineering, Product, Operations, and business leadership to resolve complex issues, influence outcomes, and improve the customer experience.
Experience with program and project leadership prioritizing multiple initiatives, managing dependencies, and delivering measurable outcomes.
Expereince communicating, influencing, and managing stakeholders effectively across all levels of an organization.
Prior experience working within an RTX business.

Nice To Haves

Experience leading a large-scale Customer Support, Service Delivery, Service Desk, or Operations Center organization, preferably in a global or 24/7 environment.
Experience driving digital transformation within Customer Support.
Demonstrated ability to lead through change, balancing business priorities, customer needs, and operational requirements.
Experience developing and implementing Training Strategy, including standardized skills frameworks, learning paths, and capability development.
Strong experience using data, KPIs, customer insights, and operational metrics to guide decisions, identify trends, prioritize opportunities, and measure results.
Experience shaping and improving the end-to-end customer journey across onboarding, implementation, support, and ongoing service.
Experience operating in a matrixed organization and influencing outcomes across functions without direct authority.

Responsibilities

Lead the ARINC Operations Center (AOC) and Business Aviation Service Delivery organization, with accountability for operational performance, service quality, and customer outcomes.
Transform and evolve the customer support model, leveraging digital capabilities and scalable processes.
Provide oversight of the Training Strategy, ensuring effective execution of digital learning and modernized training delivery.
Provide governance and oversight for Problem Management, driving effective root-cause resolution and prevention of recurring customer-impacting issues.
Own the Knowledge Management strategy, ensuring support knowledge is effectively integrated into the customer support experience.
Shape the Connected Aviation customer journey, identifying opportunities to simplify interactions and create a more seamless experience across the customer lifecycle.
Build high-performing teams and organizational capability, using structured skill development and succession planning.
Use operational metrics, and customer insights to monitor performance, identify trends and gaps, and drive informed decisions on priorities and resources.
Partner with Engineering, Product, Operations, and business leadership to resolve complex issues, influence priorities, and ensure customer needs are reflected in business decisions.
Drive operational efficiency and effectiveness, identifying opportunities to simplify processes and shift work to the appropriate level.
Lead and develop a team of 100+ professionals, fostering an environment of collaboration, accountability, engagement, and leadership development.
Collaborate across Connected Aviation and enterprise Customer Support organizations to align approaches, share expertise, and strengthen service delivery across Collins.

Benefits

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 illness insurance, 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.