Cust Exp Manager Job in Honeywell

Deliver business value through Right and Fast partnership

Company Summary

Honeywell International Inc. is a Fortune 100 industrial technology company that makes a variety of commercial and consumer solutions, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments. The company operates four business units, known as Strategic Business Units Honeywell Aerospace, Honeywell Building Technologies (HBT), Safety and Productivity Solutions (SPS), and Honeywell Performance Materials and Technologies.

HONEYWELL CONNECTED ENTerPRISE (HCE)

We are building a smarter, safer and more sustainable world. Thats the power of Connected. Thats the power of Honeywell. Our company invents and manufactures technologies that address some of the most critical challenges around energy, safety, security, productivity and global urbanization.

We are uniquely positioned to blend physical products with software to support connected systems that improve buildings, factories, utilities and aircraft and that enable a safer, more comfortable and more productive world.

Our solutions enhance the quality of life of people around the globe and create new markets and even new industries.

THE OPPORTUNITY

This role will be part of our Customer Operations function within the Aircraft business, which is focused on the end-to-end delivery and support of our Forge for Airlines application. This pivotal role will lead all aspects of Service Delivery & Support for Forge for Airlines within the Aircraft portfolio. You will own, manage, and lead an MOS that gives you full visibility of service delivery and support including release readiness, implementation services (in partnership with Customer success in sales), technical support, training services, managed services, customer support, and migrations. This is an exciting opportunity in a high potential business that provides the selected candidate the opportunity to create, evolve, and standardize the operations functions with Connected Aircraft. The Customer Operations organization supports the selected candidate by providing the opportunity to share best practices across other business units (Aircraft, Plant, Cyber & Worker), and build capability as a broader team.

You have excellent technical skills as well as outstanding analytical, leadership and influencing skills paired with a history of business acumen.

You will lead (directly) an organization of 9 who deliver and support legacy Flight Efficiency software as well as new Forge for Airlines solutions.

You operate well in a high paced, rapidly evolving, environment, which requires a quick adaptation and action.

You consistently demonstrate strong communication skills to ensure the organization is moving forward together.

You think & understand that Operations is a service, and that service, if productized correctly, could be a true differentiator in the software industrial market for Honeywells customers.

You understand the deep partnership required between technology & customer success that are imperative to the success of our customers and business.

You feel comfortable switching context and moving along the whole customer journey from awareness generation by supporting sales, to retention and renewal by working with the product teams and providing valuable customer feedback.

You solve problems through technology & automation - youre in a software business!

KEY RESPONSIBILITIES

Owns the complete customer experience for Forge for Airlines; purchase to renewal. Ownership will include influencing key functions like Customer Success, Technology and Product.

Drive automation into every aspect of Forge for Airlines operations to improve productivity and simplify the experience for our customers and teammates.

Partnering with business stakeholders and technology leaders to ensure Customer Operation product and business requirements are captured, available, tested, and scalable for each Forge for Airlines product launch, enhancement, or release.

Develop, operate, refine, and improve the Software Factory for Forge for Airlines, which includes 24/7/365 support, ticket management, and incident management. This includes the management and improvement of key performance indicators like, L1/L2/L3 & P1/P2/P3 Ticket Volumes, Time to Resolve, Time to Turn On, Time to Customer First Use, Time to Customer First Value, and Time to Customer Full Value.

Utilize a data driven approach to test, inspect, and validate in all aspects of your problem solving.

Builds support and delivery models that can be monetized to enable further investment, automation, and growth.

Build a trusted relationship with Aircraft leadership including Product, Technology, and Sales (Customer Success) formed on demonstrated results and performance.

YEAR ONE CRITICAL SUCCESS FACTORS

Stabilization of existing environments including Product Migrations.

Timely and efficient onboarding of new customers.

Standardization of support models that can be utilized for Forge for Airlines.

Operations user stories, journey map creation, and business process development for new product introductions.

QUALIFICATIONS / SKILLS REQUIRED

The selected candidate should be a proven leader with a mindset that can put the customer (internal/external) as the center of every experience while managing to a reasonable business case. The individual must be a leader capable of explaining their strategy and bringing others along in the journey and evolution required. Lastly, the individual must have a deep technical understanding of how software is developed, released, and operated at scale:

Other required capabilities/experiences include:

Minimum of 10 years of professional experience working with large enterprise environments known for innovation, diversified solutions/products and being obsessed with end-user value.

Must have hands-on experience working directly with customers including a clear understanding of the sales process including solution architecture and customer success (preferably in the Aviation Industry).

Must have 5+ years of software experience, including agile methodologies.

Must have extensive experience with software delivery and support models.

Bachelors degree in engineering or information technology required (MBA preferred)

Additional Information

• JOB ID: req236277
• Category: Customer Experience
• Location: HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli,Sarjapur Marathahalli Outer Ring Road,Bangalore,KARNATAKA,560103,India
• Exempt