Sr. Customer Experience Professional

Job Description

Job Description

As a Senior Customer Experience Professional at Honeywell, you'll be instrumental in elevating the experience for our Aircraft on Ground (AOG) customers. This position calls for close collaboration with cross-functional teams and senior leadership to pinpoint improvement opportunities and drive strategic initiatives that enhance our customer experience.
You will report directly to our Sr. Customer Experience Manager and you'll work out of our Phoenix, AZ location on a Hybrid work schedule after the completion of training.

Training will be held Monday - Friday, 8:00am-5:00pm for the first 90 days. Upon completion of the training, the shift schedule will transition to a 3rd shift, 4-day 10-hour schedule, which will begin at 8 PM and end at 6 AM on a Wednesday to Saturday schedule or Friday to Monday. (Schedule subject to change)

In this role, you will impact driving operational excellence, improving customer satisfaction, and ensuring the organization delivers a world-class customer experience.

Responsibilities
KEY RESPONSIBILITIES
• Customer Engagement & Case Management
• Serve as the primary point of contact for AOG customers via phone, email, and portal.
• Receive, research, and resolve urgent inquiries, complaints, and service requests related to grounded aircraft.
• Maintain clear, timely communication with customers regarding order status, delivery timelines, and resolution steps.
• Collaborate with internal teams (logistics, inventory, warranty, and engineering) to expedite part fulfillment and service delivery.
• Leverage integrated dashboards and AI-powered tools to validate inquiries, extract data, and identify optimal fulfillment paths.
• Participate in continuous improvement initiatives, including feedback loops from customer surveys and internal tier reviews.
• Ensure accurate billing, warranty validation, and waybill tracking for all AOG transactions.
• Coordinate with AOG leaders, process experts, and global support agents to meet KPIs such as fulfillment speed, customer satisfaction, and case closure rates.

Qualifications
MUST HAVE
• Minimum 4 years of experience in a high-volume customer support or call center environment.

WE VALUE
• Proven ability to de-escalate complex customer situations with professionalism, empathy, and urgency
• Proficiency in CRM systems, case management platforms, and data analysis tools to track performance and customer satisfaction
• Experience in customer experience management, with a focus on service recovery and loyalty-building
• Strong analytical and problem-solving skills to resolve time-sensitive AOG inquiries and service disruptions
• Strong leadership and team coordination skills, especially in dynamic, multi-shift environments
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and calmly to diverse audiences
• Salesforce, SAP, ERP and telephony system experience

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. For more information visit: click here

The 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. Posted Date: June 16, 2026

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. citizen, U.S. permanent resident, or have asylum or refugee status in the U.S