Customer Experience Program Manager -Northeast Region

Honeywell•Hillsborough Township, NJ

9h•$122,000 - $152,000

About The Position

At Honeywell, this role is described as shaping customer experience strategy and driving initiatives that enhance customer satisfaction and loyalty. The posting specifies a Northeast Region location and states that the role reports to the Director Customer Experience Program Management. The detailed responsibilities describe a Regional Operations Leader accountable for leading regional service operations and converting strategy and commitments into measurable results through disciplined execution, people leadership, cross-functional coordination, and timely corrective action. The role leads the regional Operations organization and serves as a member of the regional Services leadership team. It partners with the Regional General Manager and Regional Finance Leader to deliver the Annual Operating Plan, oversees regional operating rhythms and operational performance, and coordinates resolution of operational issues across functions. The role supports service contracts, SPOT and reactive quoted work, service projects, financial delivery, capacity planning, standard processes, systems, data quality, productivity, digital initiatives, safety, quality, and compliance. Honeywell Building Solutions installs, integrates, and maintains building systems for connected, safe, secure, comfortable, productive, and cost-efficient facilities. Its Services business includes traditional field services, connected services, remote delivery, software-enabled offerings, and data-driven operational solutions. The position’s recommended performance measures cover business and financial results, operational execution, people and capability, technology and transformation, and customer enablement. The annual base salary range is $122,000–$152,000. The position is based in the Northeast Region; the posting does not specify whether the work is onsite, hybrid, or remote.

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 designated 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 performance across orders, revenue, operating income, variable contribution margin, forecasting, cash, working capital, productivity, service contract renewals, SPOT work, and service projects.
Monitor operational execution, including cycle times, milestones, backlog, documentation quality, data completeness, standard-process compliance, and closure of escalations and actions.
Develop employee capability and team performance through engagement, retention, development plans, succession coverage, training, certification, workload balance, and vacancy management.
Promote adoption of standard systems and digital workflows, productivity improvements, process automation, remote delivery, centralized resources, and approved digital capabilities.
Coordinate operational improvements that reduce customer-impacting issues, improve response to escalations, support successful project-to-service handovers, and increase customer-facing leaders’ capacity for customer relationships and growth.
Support safety, quality, commercial, contract, billing, collections, and compliance requirements in the service environment.