Associate Director, Global Customer Experience (Onsite)

Date Posted: 2026-08-21 Country: United States of America Location: US-MD-ANNAPOLIS-906 ~ 2551 Riva Rd ~ BLDG 906 Position Role Type: Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract. Security Clearance Type: None/Not Required Security Clearance Status: Not Required At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. Connected Aviation is hiring a results-driven, customer-focused Associate Director, Global Customer Experience (M6) to lead the ARINC Operations Center (AOC) and Business Aviation Service Delivery organization and shape the continued evolution of our customer support model, driving transformation, operational excellence, and exceptional customer outcomes. This leader is responsible for Customer Support and the strategies and capabilities that enable effective service delivery, including Training Strategy, Problem Management, and Knowledge Management, while guiding a team of 100+ professionals. Success in this role requires a leader who can drive operational excellence, establish clear accountability and governance, and deliver continuous improvement. This is an onsite role based at one of the following Collins locations: Annapolis, MD or Cedar Rapids, IA. Travel requirements vary by location: up to 25% for Annapolis and up to 50% for Cedar Rapids. This role is eligible for relocation. What You Will Do Lead the ARINC Operations Center (AOC) and Business Aviation Service Delivery organization, with accountability for operational performance, service quality, and customer outcomes. Transform and evolve the customer support model, leveraging digital capabilities and scalable processes. Provide oversight of the Training Strategy, ensuring effective execution of digital learning and modernized training delivery. Provide governance and oversight for Problem Management, driving effective root-cause resolution and prevention of recurring customer-impacting issues. Own the Knowledge Management strategy, ensuring support knowledge is effectively integrated into the customer support experience. Shape the Connected Aviation customer journey, identifying opportunities to simplify interactions and create a more seamless experience across the customer lifecycle. Build high-performing teams and organizational capability, using structured skill development and succession planning. Use operational metrics, and customer insights to monitor performance, identify trends and gaps, and drive informed decisions on priorities and resources. Partner with Engineering, Product, Operations, and business leadership to resolve complex issues, influence priorities, and ensure customer needs are reflected in business decisions. Drive operational efficiency and effectiveness, identifying opportunities to simplify processes and shift work to the appropriate level. Lead and develop a team of 100+ professionals, fostering an environment of collaboration, accountability, engagement, and leadership development. Collaborate across Connected Aviation and enterprise Customer Support organizations to align approaches, share expertise, and strengthen service delivery across Collins. Qualifications You Must Have Typically requires a University Degree or equivalent experience and minimum 12 years prior relevant experience, or an Advanced Degree in a related field and minimum 10 years experience. 10+ years of progressive experience in aviation customer experience or service delivery. 5+ years of people leadership experience, including experience leading managers and/or multi-functional teams. Proven experience leading organizational transformation and continuous improvement, including process optimization and standardization. Experience building high-performing teams, with a focus on skill development, coaching, talent development, and building scalable organizational capabilities. Demonstrated experience establishing clear governance, accountability, and operating standards across a service organization to drive consistent execution and measurable performance. Experience partnering across Engineering, Product, Operations, and business leadership to resolve complex issues, influence outcomes, and improve the customer experience. Experience with program and project leadership prioritizing multiple initiatives, managing dependencies, and delivering measurable outcomes. Expereince communicating, influencing, and managing stakeholders effectively across all levels of an organization. Prior experience working within an RTX business. Role Type Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as: Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products. Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility. Preferred Qualifications Experience leading a large-scale Customer Support, Service Delivery, Service Desk, or Operations Center organization, preferably in a global or 24/7 environment. Experience driving digital transformation within Customer Support. Demonstrated ability to lead through change, balancing business priorities, customer needs, and operational requirements. Experience developing and implementing Training Strategy, including standardized skills frameworks, learning paths, and capability development. Strong experience using data, KPIs, customer insights, and operational metrics to guide decisions, identify trends, prioritize opportunities, and measure results. Experience shaping and improving the end-to-end customer journey across onboarding, implementation, support, and ongoing service. Experience operating in a matrixed organization and influencing outcomes across functions without direct authority. What We Offer Medical, dental, and vision insurance. Three weeks of vacation for newly hired employees. Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option. Tuition reimbursement program. Student Loan Repayment Program. Life insurance and disability coverage. Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection. Birth, adoption, parental leave benefits. Ovia Health, fertility, and family planning. Adoption Assistance. Autism Benefit. Employee Assistance Plan, including up to 10 free counseling sessions. Healthy You Incentives, wellness rewards program. Doctor on Demand, virtual doctor visits. Bright Horizons, child and elder care services. Teladoc Medical Experts, second opinion program. And more! Avionics delivers advanced cockpit displays, vision systems, and comprehensive digital solutions for global government, commercial and business aviation customers. We provide connectivity and managed data services to ensure safety and seamless communication for passengers, crews, and militaries, from aircraft and airports to air traffic management. Join us in creating solutions that connect the world, one flight at a time. At Collins, the paths we pave together lead to limitless possibility. And the bonds we form - with our customers and with each other -- propel us all higher, again and again. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote. The salary range for this role is 157,200 USD - 298,800 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window. RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. Privacy Policy and Terms: Click on this link to read the Policy and Terms. RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses - Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia. #J-18808-Ljbffr Prattwhitney