Senior Customer Service Manager

Date Posted: 2026-07-21 Country: United States of America Location: US-GA-MIDLAND-MPC ~ 8801/8987 Macon Rd ~ BLDG MPC 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 certain necessary systems. Security Clearance Type: None/Not Required Security Clearance Status: Not Required Job Description 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. Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense. Pratt & Whitney’s Columbus Engine Center (CEC) is looking for a Customer Operations Manager to provide leadership to a large Maintenance, Repair and Overhaul facility. For us at the CEC, we are focused on providing a world‑class customer experience and delivering dependable engines safely, on time, and on quality. What we do matters, every day. From the child flying for the first time, to the men and women who save lives – our engines get them there. This position will report to the Operations Manager - GTF and through partnership with the CEC leadership team the individual will be responsible for the following: What You Will Do Integrate Customer Service and Production Scheduling into a single team with the vision to provide customers with the best shop visit experience in the world Lead a team of Customer Facing professionals to deliver best in class service to internal and external customers. Responsible for ensuring all customer technical requirements are robustly understood, clearly instructed and then executed correctly Ensure the customer receives a first-class shop visit experience from pre-induction through to engine delivery Own customer satisfaction including defining improvement projects to constantly raise the standard our customers can expect Utilize data analytics to define the key cost standards which each engine shop visit will be measured and ensure TAT objectives are met Collaborate to improve cost performance throughout the value stream Build cross-functional engagement through the value chain to improve delivery of our commitments to our customers Manage engine pre-induction and change management process efficiency by driving standardization and ensuring alignment with Engineering and Operations Directs development of plans, guidelines, policies and processes, to ensure the achievement of customer satisfaction targets What You Will Learn GTF Aftermarket operations – GTF engine disassembly/assembly/test performance drivers, and network-wide technical / tooling challenges and optimization opportunities that impact engine overhaul and output External (“customer” / partner / supplier) focus – direct interaction with leadership and teams across 3rd party/airline DATs P&W Matrix management – interaction with leadership and teams across various commercial, operations, and engineering organizations Qualifications You Must Have Bachelor's Degree and 10 years prior operations, engineering and/or technical experience within an aerospace environment including jet engine maintenance; or Advanced Degree with 7 years of experience as listed above. Prior experience leading high performing teams including coaching, development, performance planning and employee engagement efforts. 5 years of experience in a customer facing role Qualifications We Prefer Demonstrated ability to effectively and proactively communicate to and influence leadership, peers, and cross-functional teams Ability to effectively manage projects across time zones Highly motivated / self-starter Accountable and results-oriented individual 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. 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 132,400 USD - 251,600 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: #J-18808-Ljbffr