Customer Experience Manager (Onsite)

RTX • Norton Shores, MI

8d • Onsite

About The Position

At RTX, the world 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. Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense. What You Will Do: As the Customer Experience Manager, you will lead a team of customer-focused professionals committed to delivering consistent, high-quality experiences at every interaction. You are a hands-on leader who holds yourself and your team to a clear standard — one where precision, accountability, and getting it right the first time are non-negotiable. Delivering on this standard requires more than internal execution; it requires diligence in driving adherence to contractual requirements while balancing the needs of your team to ensure optimal performance across every customer touchpoint.

Requirements

• A Bachelor’s Degree and a minimum of 8 years of experience in a high-volume Sales, Customer Service, or project/process management role, OR an Advanced Degree and a minimum of 5 years prior relevant experience

Nice To Haves

• 2+ years of experience leading teams, managing strategic accounts, and delivering measurable results in revenue, margin, and customer experience.
• Demonstrated ability to build and maintain internal and external customer relationships
• Previous experience in aerospace or other aftermarket spare parts business preferred
• Strong analytical and communication skills with the ability to present data-driven insights and performance results to senior leadership.
• Experience implementing or managing Voice of the Customer (VOC) programs or customer satisfaction metrics (CSAT, MFA) with a track record of translating feedback into actionable process and behavioral improvements.
• Experience with Microsoft Dynamics CRM, Teams and Power BI
• Proficiency in SAP

Responsibilities

• Lead customer experience strategy and operational oversight across a 24/7/365 customer service organization supporting Pratt & Whitney Canada engine programs, including aftermarket parts distribution, Aircraft on Ground (AOG) response, and service continuity — directing both direct reports and a broader frontline team to ensure readiness and end-to-end service delivery.
• Collaborate cross-functionally with Operations, Supply Chain, Finance, and Quality to align priorities and remove execution bottlenecks, while holding the team accountable to KPI-driven performance expectations — including on-time delivery, AOG response, customer satisfaction, and order
• Serve as the escalation point for frontline issues, AOG emergencies, sales order disputes, and distributor conflicts, ensuring timely resolution. Balance technical, commercial, and operational considerations to resolve complex customer and operational issues.
• Identify and lead continuous improvement initiatives across customer-facing and back-office processes using CORE tools, standardizing best practices and implementing process corrections that deliver measurable KPI improvement and enhanced customer experience — leveraging these opportunities to develop team members through targeted feedback and growth.
• Own data-driven reporting and performance presentations to senior leadership — surfacing insights, actionable recommendations, and team results tied to customer priorities and Pratt & Whitney Canada metrics — while delivering on strategic project initiatives and Operational Performance Reviews as directed.
• Manage distributor/supplier contract governance, new agreement implementation, and sales forecasting while ensuring timely payments and driving invoice dispute resolution through the Cash on Time process
• Oversee team onboarding, training material development, and systems coaching across SAP S/4HANA, CRM, and other core platforms. Ensure all team activities comply with aerospace regulations, export control requirements, EH&S guidelines, quality principles, and ethical standards.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees