Customer Care / Vendor Governance (Remote)

Date Posted:

2024-06-24

Country:

United States of America

Location:

UTTX1: Corp Remote Office TX Remote Location , Houston, TX, 77064 USA

Position Role Type:

Remote

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.   

To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed. 

The following position is to join our RTX Corporate, Enterprise Services team: 

We’re looking for a proactive and collaborative experienced leader to provide professional direction and leadership to the Enterprise Services Contact Center across the United States for Payroll, AP, and T&E. The leader is responsible for monitoring and managing the internal and external (vendor) team performance, effectiveness, service levels and overall experience.  

As an ideal candidate you would use your critical thinking skills and experience to build and cultivate a World Class customer and team experience.

What You Will Do

• Oversee the day-to-day operations of the Payroll, Travel & Expense and Payroll Customer service center.

• Responsible for the operational efficiency of the third-party customer service Contact Centers that enables the delivery of customer expectations.

• Responsible for coaching, leading, and developing service center agents (internally and externally) for them to provide employee and leader guidance related to routine and complex people management activities across all business units.

• Manage external Third-Party Vendors to deliver on Key Performance Indicators that drive positive customer experiences and Customer Satisfaction.

• Foster, develop and maintain strong internal and external relationships with key Vendors, Stakeholders, Centers of Excellence (COEs), and Employees at all levels of the organization.

• Ensure Performance Management, Coaching, Engagement and Development processes are completed timely and focus on advisor development and engagement.

• Oversee escalation support and exert influence when required from Tier 2 teams, HR, managers, and employees to drive resolutions.

• Identify and implement continuous improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.

• Develop and analyze Contact Center reports and prepare leadership presentations reflecting service center data and trends.

• Ability to travel up to 10%

Qualifications You Must Have 

• A university degree or equivalent 8 years prior relevant experience

• Management experience in Global HR shared services, Call Center/contact Center/BPO

• Vendor relationship management

• Working knowledge of Workday

• Intermediate user of Microsoft Office suite software applications

• U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements

Qualifications We Prefer

• Working knowledge of SAP, or other ERP systems (Service Now,8x8 etc.)

• Excellent problem-solving skills with a demonstrated ability to identify problems and systematically identify root cause and solutions

• Strong attention to detail

• Strong analytic skills

• Good judgement and decision making skills while working in a deadline driven environment

• Continuous improvement mindset

• Excellent written and verbal skills with all levels of the organization

• Ability to work with highly sensitive and confid