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Who We Are

Your objectives as a Customer Experience Center Manager

Under the leadership of the India Capability Center, you will be the focal point for our multi-site Customer Experience Center.  You will be directly responsible for our team of agents who are helping customers navigate our numerous Afterspanet commercial services, online and offline.  You will be the first escalation point for our team and will need to tackle complex cases as they arise. You will need to develop deep relationships with the various internal teams (Technical Publications, Commercial Claims, Engine Rental, Spares parts, Accounts Receivables, etc..) with the objective of resolving customer queries holistically. You will also be responsible for driving continuous improvement projects and leading change management activities frequently.

What are our expectations?
Our Customer Experience Center is a key channel for serving our customer worldwide. The experience we offer our customers has a direct impact on their ability to conduct their business. Your ability to lead the team to outstanding results will ensure Pratt and Whitney’s leadership position.

What You Will Do:

• Support Customer Experience Center day-to-day operations by leading various coordination meetings and escalating issues as required.
• Provides support for service-related problems to customer who consume afterspanet commercial services or digital products.
• Acts as liaison between the Customer Experience Center and various supporting organization.
• Participate in Customer Experience Center monthly Operational Reviews and make strategic recommendations to improve service levels.
• Execute the department’s administrative functions, including staffing and employee work schedules and talent development.
• Supports in preparing presentations for executive reviews.

Qualifications You Must Have:

• 2-5 years of experience in a multi-site Call Center, Contact Center, Customer support teams, preferably in the aerospace industry.
• 2-4 years managing continuous improvement projects related to customer service.
• Natural sense of authentic listening with customer and colleagues.
• Relentless focus on customer and a clear sense of urgency.
• Abe to ask meaningful probing questions during troubleshooting sessions.
• Able to manage complex projects with several stakeholders from different departments.
• Able to drive change management and implement new systems and processes.
• Strong understanding of the aviation ecosystem and vocabulary.
• English spoken and written is key (French is an asset). 

Field of study

Business Administration, Customer Service, Commerce, Management, Communications, Sales and Marketing.

What we offer:

• Long-term deferred compensation programs
• Daycare for young children
• Advancement programs to enhance education skills.
• Flexible work schedules
• Leadership and training programs
• Comprehensive benefits, savings and pension plans
• Financial support for parental leave
• Reward programs for outstanding work

Employment Type:

• Full-time
• This position requires flexibility to support outside typical office hours (Will need to support Eastern Time Zone hours)-(4:30 pm to 1:30 am) IST

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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