Senior Manager, HR Service Center

Location US-IA-CEDAR RAPIDS-193 ~ 1120 Collins Rd NE ~ BLDG193 Country United States of America Position Role Type Hybrid Citizenship and Security Clearance U.S. citizenship is required. Security clearance: Not required. Company Overview RTX Corporation 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 Systems, Pratt & Whitney, and Raytheon. Its 185,000 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, VA. Position Overview The Senior Manager is a part of the HR Service Center Leadership Team in Enterprise Services. The service center provides support for all RTX Business Units in the United States, and will provide direct and indirect support to employees, managers, and HR professionals. This role is responsible for providing strategic and day‑to‑day supervisory support to exempt and non‑exempt advisors covering various HR related disciplines. This role plays a critical part in delivering a best‑in‑class employee experience by driving first contact resolution, improving customer satisfaction, leveraging automation and AI capabilities, and implementing continuous process improvements. What You Will Do Responsible for supervising, coaching, leading, and developing team members in the Services Center who provide employee and leader guidance related to routine and complex people management activities across all business lines. Support advisors in developing stronger judgment by walking through case examples, discussing decision points, and applying consistent standards to similar situations. Lead ongoing skill development in de‑escalation, critical thinking, and solution‑oriented communication to enhance the customer experience. Assess capability gaps and design development plans to strengthen advisors’ HR knowledge, systems proficiency, and problem‑solving skills. Promote a continuous learning culture through real‑time feedback, knowledge checks, and reinforcement of consultative behaviors during quality reviews. Serve as an employee and customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all customer interests. Foster, develop and maintain strong internal and external relationships with key Vendors, HR Partners, Centers or Expertise (COEs) and employees at all levels of the organization. Review and analyze key performance indicators (KPIs), customer satisfaction feedback, first contact resolution rate, and quality performance to identify opportunities and implement process improvements using the RTX continuous improvement tools and programs. Create an environment that promotes the adherence to company safety, policies, and procedures in a manner that ensures compliance with local, state, and federal laws and regulations. Develop and present center reports and prepare leadership presentations reflecting service center performance and trends. Maximize the utilization of technology, automation, AI, self‑service functions for contact center tools including case management, IVR, HR Core and other related systems to positively impact the productivity of the team and support services for our customers. Qualifications You Must Have A University Degree and 10 years prior relevant experience, or An Advanced Degree in a related field and minimum 7 years experience. 5+ years of experience with HR policies and procedures or other centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.) within HR. 5+ years of experience using MS Office applications (Outlook, Excel, PowerPoint, Teams, OneNote, etc.). 5+ years of experience in an HR Shared Services Center, Customer Contact Center, and/or HR role. Qualifications We Prefer Experience supervising teams. Experience with ServiceNow, Workday, and ADP. Exceptional problem‑solving skills and strong customer service skills with the ability to exert influence when required with customer base. Strong attention to detail and organizational skills for documenting workflows and standard work along with strong analytical ability with large amounts of data. Excellent communication skills with the ability to partner and interact with all levels of the organization. Ability to work with highly sensitive and confidential material and possess good business judgment and ethics. What We Offer Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care. The salary range for this role is 132,400 USD - 251,600 USD. 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. Learn More & Apply Now! Location: This is a hybrid role, eligible candidates must reside within commuting distance of Cedar Rapids, IA; Charlotte, NC; Farmington, CT. Please consider the following role type definition as you apply for this role: Hybrid: Employees who are working in hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader. Privacy Policy and Terms Click on this link to read the Policy and Terms Equal Opportunity Employer 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. #J-18808-Ljbffr