The Customer Experience Program Manager will support customer experience programs for the technical delivery of Honeywell Thermal Solutions service revenue programs enabled by our IIoT platform TIQ.

This role will report to the Technology Leader for Thermal Solutions in Hyderabad, India, and will collaborate closely with the sales team and the offering manager for TIQ to establish customer programs.

The Cust Exp Prg Mgr will act as the interface between the customers project contacts and the Honeywell team for service fulfillment.

This role involves close collaboration with the Thermal Solutions Engineering Program Management team to ensure a standardized and scalable process for service fulfillment.

The Cust Exp Prg Mgr will also support the development of the service fulfillment team capabilities and skill set mix to drive customer centricity and commercial success of service offerings.

Principal Responsibilities:

Oversees the development and implementation of detailed technology solutions for clients using company products, outsourced solutions or proprietary tools/techniques.
Responsible for defining the client needs, developing a proposal to meet those needs, as well as overseeing the implementation of the complete project solution.
Performs in both a people management capacity and a technical leadership capacity.
Performance is typically measured by the capture of the consulting engagement and/or utilization (i.e., billable hours for the department) or performance against budget.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Manages operational and product performance per customer expectations and contract.
Drives program execution to meet desired performance as measured by defined customer service metrics and/or customer survey results.
Develops and executes corrective action plans where performance is deficient.
Leads cross functional program teams to achieve customer service-related objectives for new product introduction and field product related issues.
Lead and facilitate the cross-functional process to review TIQ-based pursuit reviews.
Institute a strong bias towards speed of development, qualification, and release to meet aggressive growth targets for service offerings.
Establish a global service provisioning team with a culture of open collaboration, communication, and inclusivity.
Ensure on-time, on-budget, and on-quality delivery of approved service projects/programs.
Identify, protect, and develop critical TIQ and software-based customer service knowledge, capabilities, and provisioning across the global Thermal Solutions organization.
Manage the program team to stay ahead of technical and commercial risks on customer service projects, including coordination of risk reviews and formulating potential solutions.
Work closely with sales, offering management, development operations, technical/application service team, and the RD team to regularly track customer service program progress and drive corrective actions as necessary.
Drive continuous improvement projects and design standards for TIQ-based services to improve service performance, quality, operations, and service assurance yields, reliability, and safety.
Travel 20% of the time.

Basic Qualifications:

Bachelor s degree in engineering or IT-related field.
5+ years of IT or software project management experience, preferably with industrial software and/or IIoT-service solutions.
Education in business accounting and/or sales experience (Sales or Service Engineer).
First leadership experience in an international, highly matrix organization (team or project).

Preferred Qualifications:

MBA is a plus.
PMI PMP certification is a plus.
Fluent in English, written and oral.
Experience with ITIL model for service fulfillment and/or assurance.
Understanding of state-of-the-art IIoT infrastructure and IT communication protocols.
High performance standards and ability to push self and others to achieve bottom-line results.
Successful cooperation in a business environment with cross-functional interaction: Sales, Marketing, Quality, Finance, and Operations.
Outstanding influence skills and diplomacy.
Stress management and ability to prioritize multiple requests.
Strong communication skills and ability to balance customer and business priorities.
Disciplined, responsive, and reliable when committing to actions.
Works well in a matrix environment with the functional organization.
Financial and business acumen.
A well-developed sense of customer value and trends in the IIoT service environment, including AI, is seen as a plus.
Likes to develop ideas and drive continuous improvement.
Embracing new opportunities and adaptive mindset to guide the program team and bounce back from disappointments.

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