Senior Manager, MRO Customer Service - Americas (onsite)

RTX

6d•Onsite

About The Position

The Senior Manager, Regional MRO Customer Service (America) role drives consistent, high-quality customer experiences and continuous improvement at scale through strong people leadership, resolution of complex customer issues, and insight-driven improvements. Partnering closely with leadership, the role converts customer feedback and service trends into preventative actions, scalable processes, and improved operational performance. The successful candidate communicates effectively across all levels of the organization, translating complex issues into clear, actionable messaging. They thrive in fast-paced, deadline-driven environments, manage competing priorities with accountability, and take a hands-on approach to operations by analyzing data and directly driving process improvements and corrective actions. This Winston-Salem, NC based role requires 50% travel to our MRO site in Lenexa, KS. This travel may expand to include additional US MRO sites.

Requirements

Typically requires a University Degree and minimum of 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience
Experience in MRO, aerospace, manufacturing, or a similarly regulated focused environment.
Demonstrated experience capability in process optimization, continuous improvement, and change management.
Proficiency in standard business productivity software, including but not limited to Microsoft Excel, PowerPoint, Outlook, and Word.
Experience presenting and communicating with internal and external stakeholders, including but not limited to customer reviews, employee performance discussions, and leadership updates.

Nice To Haves

Experience using ERP systems to manage repair orders, analyze performance, and ensure data accuracy and visibility.
Established track record of effective cross-departmental partnership.
Experience identifying trends, risks, and systemic issues through data, employee and customer feedback, and translate insights into actionable improvement plans.
Experience supporting and managing expectations of global customers

Responsibilities

Provide strategic and operational leadership for customer service repair operations across our US locations, ensuring consistent service delivery and performance.
Lead, mentor, and develop customer service leaders and teams to drive engagement, accountability, and high performance. (This includes a team of direct reports based in both Lenexa and Winston-Salem.)
Monitor and analyze individual and team customer service metrics, repair turnaround times, and order status trends; implement corrective and preventative actions as needed.
Own the end-to-end customer experience for repair activities, including oversight of complex or escalated customer issues and critical accounts.
Ensure consistency, quality, and compliance in repair processes, documentation, and service standards across sites.
Partner with Operations, Engineering, Quality, Supply Chain, Field Support, Product Support and Sales to align priorities and resolve issues impacting customers.
Identify opportunities to improve efficiency, effectiveness, and scalability through process improvements, system enhancements, and standardization across sites.
Serve as the primary escalation point for customer service risks, communicating trends, performance insights, and mitigation plans to senior leadership.
Support continuous improvement initiatives and change management efforts across your sites.
Ensure compliance with regulatory, contractual, and company requirements related to repair services.
Drive a customer-first culture while balancing operational performance, cost, and delivery commitments.

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
And more!