Customer Experience Program Manager - West Region

Honeywell•Charlotte, NC

8h•$122,000 - $152,000

About The Position

Honeywell Building Solutions installs, integrates, and maintains building systems that help customers operate connected, safe, secure, comfortable, productive, and cost-efficient facilities. Its Services business is evolving toward a balanced portfolio of traditional field services, connected services, remote delivery, software-enabled offerings, and data-driven operational solutions. The role leads the Operations organization within an assigned region and holds end-to-end accountability for regional service operations execution, including service contracts, SPOT and service projects, operational planning, financial performance, cash, capacity, process discipline, data quality, and deployment of productivity and digital initiatives. It is a key member of the regional Services leadership team and partners with the Regional General Manager and Regional Finance Leader to deliver the region’s Annual Operating Plan. The Regional Operations Leader distinguishes customer-facing leadership—which owns customer relationships, growth, pipeline development, customer communication, and market execution—from Operations Enablement, which owns internal planning, coordination, operational rigor, standard work, performance visibility, execution follow-through, and issue resolution. The role converts strategy and commitments into measurable regional results through disciplined execution, people leadership, cross-functional coordination, and timely corrective action. It reports to the Director Customer Experience Program Management and is based in the West Region. Performance is assessed through business and financial results; operational execution; people and capability; technology and transformation; and customer enablement. Final targets are calibrated to regional baseline, AOP, and Honeywell’s approved performance framework. The annual base salary range is $122,000–$152,000. Honeywell describes itself as a global automation company with more than 50,000 employees serving building, industrial, and process sectors.

Requirements

At least 5 years of experience leading people and building accountable, high-performing teams.
At least 5 years of experience applying business and financial acumen, including orders, revenue, margin, forecasting, productivity, cash, and working capital.
At least 5 years of experience leading cross-functional operating rhythms and resolving complex execution barriers.
At least 5 years of experience using service operations processes, systems, data, tools, and performance metrics.

Nice To Haves

Bachelor’s or 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.
Ability to influence across organizational boundaries.
Strong analytical problem-solving and executive communication skills.
Customer-focused judgment combined with disciplined operational execution.

Responsibilities

Lead the regional Operations organization and serve 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 operating rhythms, including sub-regional pulses, operating reviews, MBR preparation, SIOP, capacity planning, cash reviews, campaigns, and initiative execution.
Provide people leadership to assigned regional operations roles, potentially including Contract Renewal Specialists, SPOT Coordinators, Field Service Coordinators, Service Administrators, cash or collections support roles, and other operational-enablement roles.
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.
Drive regional service-operations execution across service contracts, SPOT and service projects, operational planning, financial performance, cash, capacity, process discipline, data quality, productivity, and digital initiatives.
Convert strategy and commitments into measurable regional results through disciplined execution, cross-functional coordination, effective people leadership, and timely corrective action.
Monitor regional financial and operational KPIs, including AOP performance, forecasts, renewals, SPOT and project performance, cash and working capital, action closure, cycle times, documentation quality, data completeness, and process compliance.
Build team capability through engagement, retention, performance and development plans, succession coverage, training, vacancy management, and workload balance.
Support technology adoption and transformation, including digital workflows, remote delivery, centralized resources, process automation, and regional initiative deployment.
Improve customer enablement by resolving customer-impacting operational escalations, supporting billing and execution, and enabling successful project-to-service handovers.
Promote compliance with safety, quality, commercial, contract, billing, collections, and other applicable requirements.