Senior Customer Experience Manager

Role Overview

• Lead and manage the team responsible for the delivery of Fire Station Alerting systems to various customer locations.
• Promote and lead a safety culture reducing risk.
• Develop and maintain project plans, schedules, and budgets to ensure timely and within-budget project completion.
• Identify and manage project risks, issues, and dependencies, and implement effective mitigation strategies.
• Conduct regular meetings with customers to ensure customer satisfaction during projects to address concerns and gather feedback.
• Ensure clear and effective communication with customers to manage expectations and build strong relationships.
• Provide training and support to team to develop a strong team.
• Monitor and manage the financial performance of the projects team, including budget tracking, cost control, and forecasting.
• Identify opportunities for cost savings and process improvements to enhance project profitability.
• Collaborate with cross-functional teams, including engineering, sales, and customer support, to ensure seamless project delivery.
• Foster a positive and collaborative working environment to promote team success.

Requirements

• 5+ years’ experience managing low voltage or equivalent projects, with a strong focus on customer experience and process improvement.
• 5+ years team leadership with proven ability to lead and develop teams, drive standardization, and manage operational performance using KPIs.
• Familiarity with tools and systems such as SAP, Customer Portals, Excel, and integrated reporting systems to support customer service functions.
• Strong skills in program execution, corrective action planning, and cross-functional collaboration to achieve business objectives.
• Bachelor's degree or equivalent experience.
• 5+ years demonstrated operational experience within emergency services environments or direct involvement in fire station operations.
• Experience with IT networking architectures, protocols, and industry best practices essential for supporting mission-critical systems.
• Expertise in authoring comprehensive technical documentation and developing user guides to facilitate knowledge transfer and system adoption.
• Excellent organizational skills and the ability to train and motivate others.
• Experience leading change and driving efficiency through process improvements and automation.
• Strong collaboration skills and the ability to work effectively with multiple departments.

Benefits

• In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package.
• This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.