Date Posted:

　　2024-01-19

　　Country:

　　India

　　Location:

　　North Gate Business Park Sy.No 2/1, and Sy.No 2/2, KIAL Road, Venkatala Village, Chowdeshwari Layout, Yelahanka, Bangalore, Karnataka 560064

　　Position Role Type:

　　Unspecified

　　Who We Are At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That’s why we work with an explorer’s heart and a perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work, and this is why we are inspired to go beyond.

　　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 Aftermarket 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 your day to day will look like

　　Participate in establishing the Customer Experience Center strategy and lead its deployment.

　　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 aftermarket 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.

　　The tools you need to be successful:

　　3-5 years of experience in a multi-site Call Center, Contact Center, Customer support teams, preferably in the aerospace industry.

　　3-5 years of experience managing a group of agents (call, emails, chat).

　　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

　　Diversity, Equity & Inclusion The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. P&WC is an equal opportunities employer, seeking to promote diversity and inclusion. We will consider applications from all qualified candidates, regardless of their race, color, religion, sexual orientation, gender, nationality, age, disability, veteran status or any other status protected by law.

　　RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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　　Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms

　　Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.