Sr Manager, Customer Relationship Management (Hybrid)

Date Posted:

2026-05-05

Country:

United States of America

Location:

US-NC-CHARLOTTE-2730 ~ 2730 W Tyvola Rd ~ TYVOLA

Position Role Type:

Hybrid

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

The Sr. Manager of the Customer Relationship Management (CRM) team will support the development, maintenance and continuous improvement of the Salesforce CRM platform and environment and other legacy applications. This role is a critical member of the CRM team to drive accountability for the delivery of CRM transformation and related operations used to enable business capabilities and services across the Collins footprint. Leveraging platform capabilities, business insights, and strong vendor management, this role will make recommendations to enhance the overall service delivery experience.​

​This role will bring current knowledge and future state vision for transforming the CRM environment including its processes and technology.  You will coordinate and coach team members and partner with stakeholders at all levels of the organization to identify areas of opportunity within Collins, implementing solutions to drive increased sales, support and best-in-class customer experience through simplification and adoption.  ​

**This is a hybrid-based position at one of Collins’ major facilities. **

What YOU will do:

• Accountable for the Salesforce Customer Relationship Management (CRM) platform and various other legacy CRM applications including vendor management, development, cybersecurity, maintenance, testing, implementation and production. ​

• Partner with stakeholders including Strategic Business Unit (SBU) product owners, BU partners and digital services to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification. ​

• Contribute to the development and execution of the enterprise-wide digital strategy while ensuring alignment to the top-level goals of the business​​.

• Drive the building, documentation, training, and ongoing honing of technical standards, platform governance, and application monitoring.​ ​

• Provide technical and functional direction to a global team of developers to meet project milestones as well as ensure that all available capabilities within the CRM platform are leveraged to improve employee efficiency within Collins Aerospace. ​

• Ensure all solutions developed are fit for purpose, in alignment with best practices using Agile principles, prioritizing use of out-of-the-box functionality and are built with enterprise scale in mind.​​

• Drive proactive upgrades, maintenance and enhancements to platform and ensure availability for employees accessing information.

• Influence key stakeholders (SBU/Functions SMEs) on key platform changes and enhancements. ​

• Partner with stakeholders on key Collins initiatives to improve CRM platform, encourage adoption of standard functionality and out-of-the-box solutions to minimize customization and maintenance requirements. ​

• Support the education, growth, and training plans for the team, fostering skill development and continuous improvement to achieve organizational goals.

• Consult across the enterprise on the best solution for complex business needs, balancing cost, efficiency and platform performance.

Qualifications YOU Must Have:

• Typically requires a University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience.

• Minimum Bachelor’s degree or equivalent work experience with employee/customer experience. 

• Minimum 3 years’ experience related to Agile development, preferably in shared service environment.

• Minimum 8 years’ experience with Salesforce or CRM-like solutions.

• ​U.S. citizenship is required, as only U.S. citizens are authorized to access the technical publication documentation available in the system due to government contractual requirements.

Qualifications We Prefer:

• Excellent communication skills (written and oral) with all levels of the organization.

• Outstanding problem-solving skills and superior customer service skills.