Deliver business value through Right and Fast partnershipDirector Customer Experience Honeywell Industrial Automation (IA) is a $11B enterprise, which provides comprehensive solutions, ranging from enabling process industry operations to enabling OEMs with our sensors, to making warehouses smarter and improving worker productivity. Collectively, we are innovating and creating value for customers by enhancing their safety, sustainability, resiliency and productivity.
The Director Customer Experience (CX) is responsible for CX operations within the San Luis Potosi, MX site/HUB for 4 Global Business Enterprises (GBEs): HSS, PSS, PPE, IGS. Will ensure inquiries and orders are processed timely, accurately and with the utmost professionalism with the customer. Processes include: select pre-sales activity, order processing (EDI, fax, email, phone), ongoing management of the order, customer communication throughout the process and billing support as required. Support and drive initiatives for delivery improvement and order fulfilment through a robust management operating system (MOS) with key stakeholders across the Integrated Supply Chain (ISC). Drive performance against key metrics to include: CSAT (Customer Satisfaction), ACSAT (Agent Customer Satisfaction), First Contact Resolution (FCR), Case Closure Rate (CCR) and other quality and operating metrics which act as lead/lag indicators to the overall customer experience. Will be responsible to lead and influence cross functionally to drive timely deliveries and communication to the customers.
This role will report to the Global Customer Experience Leader and will lead an operating team of over 150 employees, hundreds of thousands of transactions annually with annual order values >$2B. This role is also responsible for providing overall leadership the Centre of Excellence, setting future strategy, and continuing to grow and develop the capabilities to provide a world class support team for all the GBEs across IA.
Key Responsibilities:Implementing the strategy and objectives in alignment with the overall IA customer experience strategy and vision.Managing the customer experience across the GBE which aligns to AOS culture.Contributing to the deployment planning process as it relates to the customer experience for IA STRAP initiatives.Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with GBE/Regional leadership and employees, in order to create an effortless customer experience.Partnering with GBE leaders to ensure all teams are staffed, trained and equipped with the expertise to support the AOP and STRAP initiatives.Learn and share about leading practices and determining how they apply to improving GBE's customer experiences.Participate in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points.Leading a team of customer support managers and supervisors in the error free execution of the order management processes.Adopting and reporting on the vital few and meaningful metrics to drive improvement across CX.Lead the local preparation and deployment planning for all work transitions moving into or out of the HUB.Engage across the business GBEs and functions to understand needs and requirements and develop an aligned resourcing and skills strategy.Assess the external market in order to inform local business plans; continue to monitor and evaluate changes which may impact business support.Adapt local plans to accommodate business or external changes as needed.Continue to evaluate organization effectiveness and site performance, driving change initiatives and reviewing organization design where needed.Help to develop the AOP and establish a process to meet or exceed budgetary targets.Lead & execute on key transformational projects for the customer support teams.Developing an MOS and Tier cadence in line with global and GBE expectations.Facilitate cross-SBG communication and alignment at a site level.Ensure adherence to company policies, standards and procedures, including integrity and compliance, health, safety and environment, and business continuity (disaster/ emergency recovery).People & CultureLeading a local & regional team that operates globally.Coaching leadership presence & business acumen for customer facing interactions.Establishing a culture that supports AOS and creates a learning environment.Championing the transformation efforts and leading the change process.Establishing an internal measurement system which drives a culture of a bias towards metrics based on a customer viewpoint.Ensuring root cause and corrective actions associated with customer support issues are documented and executed for organizational improvement.Provide training to help new and existing employees build and maintain the skills they need to deliver on their part of the organization's customer experience strategy.Drive Talent Strategy for the site in partnership with HR, including Organization Design, Early Career Programs, career paths and leader development.Lead employee engagement initiatives including Positive Employee Relations on site.Sustain a 'one-SBG' cohesive team and culture across the site, acting as a connection point across the functional teams.Lead site communications with managers and employees, including a regular cadence of TownHall and Skip Level meetings.Deploy a training and development plan in partnership with HR and functional experts to enhance local capabilities and build skills aligned to future business needs.Ensure a quality New Employee Orientation is deployed for all new hires.YOU MUST HAVE: Bachelor's degree.8 years' experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or related fields.Ability to manage complex issues to meet customer experience expectations.Demonstrated leadership of transformational change, globally.Ability to develop high performing teams.Strong, results driven - ability to implement process rigor through organizations.Able to effectively analyze complex requirements.Responsive, reacts with appropriate urgency & professionalism.Demonstrated ability to effectively balance/prioritize issues.Strong relationship building/networking/interpersonal skills including coaching and feedback.Excellent communication skills (written & oral) and presentation skills.Strong bias for action.WE VALUE: Master's degree.7 years of leadership experience with global/diverse teams.7 years of experience in Program Management, Operations and/or Customer Service.5 years of relevant experience - Greenbelt certification.Comprehensive knowledge of SAP, SFDC, Call Center Telephony and digital transformations.Ability to quickly adapt to differing leadership styles across multiple customer business teams.Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value added activities.Strong verbal and written communications skills.Ability to present complex technical and support issues at peer and executive levels (internal/external customers).Join us in shaping the future of customer experience at Honeywell SPS. A capacity to make decisions in the face of ambiguity. Additional InformationJOB ID: HRD243370Category: Customer ExperienceLocation: Av. Salvador Nava Martinez 3125, San Luis Potosi, SAN LUIS POTOSI, 78260, MexicoExempt
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