Honeywell Global Customer Care Director in Des Plaines, Illinois
Global Customer Care Director
Innovate to solve the world's most important challenges
The Global Customer Care (GCC) Director is responsible for leading the transformation of all UOP customer care activities globally into a single Best in Class Customer Care organization, supporting all UOP Lines of Business, and facilitating a culture of total customer experience focus, global process excellence and continuous operational optimization in partnership with Business and Functions. Reports directly to the PMT Sr. Director Customer Experience.
Key Accountabilities /Responsibilities:
Led Global large remote teams of Customer Shared Service, Order Management, ( 100+) to drive organization design for customer care activities globally into a single Best in Class Customer Care organization facilitating a culture of customer centric and user experience, driving excellence and continuous operational optimization for 3 Billion USD Operations
Direct management of a global leadership team (5 +direct reports) responsible for various front office and back office administrative and customer care activities
Develop and deliver on the transformation Strategic Plan, AOP, assess organization capabilities, build and implement a coherent organization development strategy for GCC, in alignment with UOP and LOB Strategies and BTIs. Drive an efficient HOS enterprise Gold cross GCC globally
Ensure customer intimacy is maintained in all UOP customer care activities. Ensure activities,both short and long term, positively impact internal and external customer satisfaction and help drive additional business for UOP.
10 Strategic Organizational Planning
45 Team Management
5 Budget Planning
20 Organizational development
20 Customer Experience
Bachelor’s degree in business or a related field.
5+ years of experience in a customer service field and/or customer relationship management function.
Master’s degree / MBA
Experience leading a large, global organization (100+).Six Sigma Greenbelt or higher certification
Extensive management experience
Global/International Leadership experience
Primary language: English
Honeywell UOP knowledge preferred.
Exempt How Honeywell is Connecting the World
- Some Travel Required
- Continued Professional Development
- Job ID: HRD4097
- Category: Customer/Product Support
- Location: ., Des Plaines, IL 60017-5016 USA
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, or veteran status.
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.
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