Service Manager, Multi-Domain Products (Hybrid)

Service Manager

The Service Manager plays a critical role in shaping how Collins Aerospace delivers service and support across its Multi-Domain Solutions portfolio. With responsibility spanning multiple products and technologies, this position helps ensure customers receive reliable, responsive, and consistent support throughout the lifecycle of our solutions. You will work at the intersection of customers, product management, engineering, operations, and service teams, bringing these groups together to solve complex issues, strengthen service performance, and continuously improve the customer experience.

This role offers the opportunity to influence both day-to-day service execution and the longer-term service strategy for a growing portfolio. You will lead support operations, establish service standards and performance measures, drive resolution of complex customer issues, and ensure new products and releases are ready to be successfully supported. You will also use customer feedback and operational data to identify opportunities for improvement, help shape product and service decisions, support service contract proposals, and develop a high-performing service organization focused on delivering meaningful value to customers.

This is a hybrid position, with the ideal candidate based in one of the following locations: Cedar Rapids, IA; Largo, FL; Richardson, TX; Burnsville, MN, or Atlanta, GA.

What You Will Do:

Service Strategy & Governance

• Develop and maintain the service strategy for the multi-domain solutions portfolio, ensuring alignment with business goals and customer needs
• Define service standards, SLAs, KPIs, and operational requirements across all solution domains
• Oversee service governance, including compliance, process standardization, and continuous improvement

Service Delivery Management

• Lead day-to-day service delivery operations across multiple product and technology domains
• Ensure consistent execution of support processes such as incident management, problem management, change management, and escalation handling
• Coordinate cross-functional teams to resolve complex multi-domain issues and drive efficient root-cause analysis

Customer Experience & Support Operations

• Manage customer support teams and ensure high-quality case handling, escalations, and customer communication
• Monitor customer satisfaction metrics and implement initiatives to enhance service quality and responsiveness
• Collaborate with account management teams to address customer concerns and identify service improvements
• Strategically and quickly coordinate service contract proposals with production product managers

Portfolio Enablement & Readiness

• Ensure new products and solutions are service-ready with clear support models, documentation, and training materials
• Drive readiness plans for new releases, integrations, and cross-domain solution updates
• Partner with product and engineering teams to provide customer feedback and influence roadmap decisions

People Leadership & Collaboration

• Lead, mentor, and develop service and support team members
• Promote a culture of collaboration, accountability, and customer focus across global or regional service teams
• Act as the primary service liaison across internal stakeholders and strategic partners

Continuous Improvement & Reporting

• Analyze service performance, operational metrics, and support workloads to identify trends and improvement opportunities
• Implement best practices, automation, and efficiency enhancements across service operations
• Prepare executive-level reports on service performance, portfolio health, and risk management

Qualifications You Must Have:

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience
• 5+ years of service management, support leadership, or operations management experience, ideally in technology or multi-domain solution environments
• Experience working with customers and stakeholders in high-impact service environments
• Proven ability to manage complex portfolios and coordinate cross-functional teams
• Bid and proposal experience/gate review experience

Qualifications We Prefer:

• Experience within aerospace, defense, or similarly complex technical industries supporting product or program portfolios across the service lifecycle, including collaboration with customers, service/repair centers, product management, engineering, and operations
• Strong understanding of service management frameworks
• Excellent communication, leadership, analytical, and problem-solving skills

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!

Relocation Eligibility

• Eligible for relocation