Customer Experience Program Manager West Region

Description

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 ourDirector Customer Experience Program Management and youll work out of ourWest Regionlocation.

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 regions 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.

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.

• 5years experience using service operations processes systems data tools and performance metrics.

WE VALUE

• Bachelors / Masters 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. Learn more ( HONEYWELL TECHNOLOGIES

Honeywell Technologies is a global pure-play automation company with a legacy of innovating to help solve the worlds 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 of our more than 50000 employees with decades of data from our global installed base we are uniquely positioned to lead the industrial sectors transition from automation to autonomy. Learn more ( annual base salary range for this position is $122000-$152000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer including but not limited to the scope and responsibilities of the position the candidates work experience education and training key skills as well as market and business considerations.

THE BUSINESS UNIT

Enhance the enjoyment comfort and energy efficiency of any building whatever the type or size with open scalable future-ready building automation systems. We work with building integrators to support the installation and integration of building management solutions including building controllers edge devices and software and connected services.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age race creed color national origin ancestry marital status affectional or sexual orientation gender identity or expression disability nationality sex religion or veteran status. Learn more ( application period for the job is estimated to be 40 days from the job posting date; however this may be shortened or extended depending on business needs and the availability of qualified candidates. Job Posting Date: October 16 2026

Required Experience:

IC