Customer Experience Program Manager - West Region

Customer Experience Program Management Manager

As a Customer Experience Program Management Manager here at Honeywell, you will have the opportunity to shape the customer experience strategy and drive initiatives that enhance customer satisfaction and loyalty. You will report directly to our Director Customer Experience Program Management, and you'll work out of our West Region location.

Honeywell Building Solutions installs, integrates, and maintains building systems that help customers operate connected, safe, secure, comfortable, productive, and cost-efficient facilities. The Services business is evolving toward a balanced portfolio of traditional field services, connected services, remote delivery, software-enabled offerings, and data-driven operational solutions.

The Regional Operations Leader is responsible for leading the Operations organization within an assigned region. The position has an end-to-end accountability for regional service operations execution, including Service Contracts, SPOT and Service Projects, operational planning, financial performance, cash, capacity, process discipline, data quality, and deployment of productivity and digital initiatives.

The Regional Operations Leader serves as the primary operational partner to the Regional General Manager, Regional Finance Leader. The role creates a clear operating-model separation between:

• Customer-facing leadership, which owns customer relationships, growth, pipeline development, customer communication, and market execution.
• Operations Enablement, which owns internal planning, coordination, operational rigor, standard work, performance visibility, execution follow-through, and issue resolution.

The Regional Operations Leader is accountable for converting strategy and commitments into measurable regional results through disciplined execution, effective people leadership, cross-functional coordination, and timely corrective action.

Key Responsibilities

The Regional Operations Leader will:

• Lead the regional Operations organization.
• Operate as a key member of the regional Services leadership team.
• Partner with the Regional General Manager and Regional Finance Leader to deliver the region's Annual Operating Plan.
• Lead regional operational rhythms, including sub-regional pulses, operating reviews, MBR preparation, SIOP, capacity planning, cash reviews, campaigns, and initiative execution.
• Provide people leadership to designated regional operations roles, which may include:
  • Contract Renewal Specialists
  • SPOT Coordinators
  • Field Service Coordinators
  • Service Administrators
  • Cash or collections support roles
  • Other operational-enablement roles assigned to the region
• Serve as the regional escalation and coordination point for operational issues involving Finance, Information Technology, Supply Chain, Digital, Contracts, Business Service Centers, systems, data, and process organizations.

Principal Responsibilities

• Regional Operational Leadership and Accountability
• Management Operating System and Business Rhythm
• Annual Operating Plan and Financial Delivery
• Service Contract Execution
• SPOT and Reactive Quoted Work
• Service Project Operational Excellence
• People Leadership and Organizational Capability
• Regional Capacity Planning and Labor SIOP
• Process Standardization, Systems, and Data
• Productivity and Business Improvement
• Cross-Functional Partnership
• Safety, Quality, and Compliance

Key Performance Indicators

The final targets should be calibrated to the regional baseline, AOP, and approved Honeywell performance framework. The measures below define the recommended KPI structure.

Business and Financial Performance

• Regional orders, revenue, operating income, and variable contribution margin versus AOP.
• Risk-and-opportunity delivery and forecast accuracy.
• Service Contract renewal performance.
• SPOT orders, revenue, margin, and backlog conversion.
• Service Project revenue conversion, EAC performance, change orders, billing, and job closure.
• Cash, past dues, AFDA, disputes, unbilled balances, and working capital.
• Productivity commitments and verified financial benefits.

Operational Execution

• On-time completion of regional operating actions.
• Aged operational actions and escalation closure.
• Quote, booking, execution, billing, and closure cycle time.
• Renewal and project milestone adherence.
• Backlog aging and closure velocity.
• First-pass quality of booking, billing, renewal, and project documentation.
• Data completeness and timeliness.
• Compliance with standard processes, approvals, and GDM requirements.

People and Capability

• Employee engagement and retention.
• Quality and timeliness of performance and development plans.
• Succession coverage for critical roles.
• Training and certification completion.
• Time to fill critical vacancies.
• Capability-gap reduction against regional demand.
• Team productivity and workload balance.

Technology and Transformation

• Adoption of standard systems and digital workflows.
• Reduction in manual reporting and non-value-added work.
• Usage and benefit realization from remote delivery, centralized resources, HBOC, GES, and approved digital capabilities.
• Process automation benefits.
• System and data-quality issue closure.
• On-time deployment of regional transformation initiatives

Customer Enablement

• Reduction in operational issues requiring customer-facing leader intervention.
• Timeliness of response to customer-impacting operational escalations.
• Billing and execution issues affecting customer experience.
• Successful project-to-service handovers.
• Improved operational capacity for customer-facing leaders to focus on relationships, growth, connected offerings, and customer outcomes.

Qualifications

You must have:

• 5+ experience leading people and building accountable, high-performing teams.
• 5+ years experience using business and financial acumen, including experience with orders, revenue, margin, forecasting, productivity, cash, and working capital.
• 5+ years experience leading cross-functional operating rhythms and resolving complex execution barriers.
• 5+years experience using service operations processes, systems, data, tools, and performance metrics.

We Value

• Bachelor's / Master's degree in Engineering, Business, Operations, Finance, Technology, or a related discipline, or equivalent relevant experience.
• Experience across Service Contracts, SPOT, and Service Projects.
• Experience with CRM, CPQ, SAP, service-management, project-management, contract-renewal, workforce-planning, analytics, and reporting platforms.
• Knowledge of field-service productivity, capacity planning, Labor SIOP, remote delivery, centralized engineering, and subcontractor models.
• Experience implementing digital tools, workflow automation, analytics, or AI-enabled operational capabilities.
• Experience leading business transformation across multiple branches or geographic areas.
• Knowledge of safety, quality, commercial, contract, billing, collections, and compliance requirements in a service environment.
• Demonstrated ability to influence across organizational boundaries.
• Strong analytical problem-solving and executive communication skills.
• Customer-focused judgment combined with disciplined operational execution.

Benefits of Working for Honeywell

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.

About Honeywell Technologies

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world's most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise