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Sr Director Customer Service
The Senior Director of Customer Service, reporting into the VP of Customer Experience (CX), will be responsible for creating for making it easier for our customers to do business with Honeywell Building Technologies (HBT). Honeywell Building Technologies is a strategic business group within Honeywell focused on transforming the way buildings operate and help improve the quality of life for the people who use them. HBT generates approximately $5.5B USD in revenue annually through serving and supporting our customers.
The successful candidate for this role, which would ideally be based in Atlanta, GA, will be counted on to help evolve the culture of HBT into a customer centric one. Success in the role will be defined by the degree we measurably improve the experiences of both our customers, by bringing to life differentiated digital experiences, and our employees by creating a sense of purpose and joy in what they do.

Position Responsibilities
Develop, implement, and drive customer service strategy across HBT globally (20%)

• Create innovative and cost-effective ways to prioritize customer success our global customer service teams
• Collaborate with HBT CX Leadership team to translate VoC inputs into world class customer self-service journeys.
• Develop a strategy that engages our customer service employees via techniques such as gamification.
• Partner with CX Leadership Team to define single order management process by type (product, service, software, etc.).

Drive culture of high performance, operational excellence and efficient operations (50%)

• Work with Honeywell Corporate CX to define and implement customer service maturity model, track progress against
• Define customer centric escalation model that ensures continuity of customer contact and swift resolution
• Ensure successful collaboration with collections and disputes teams around the globe to deliver cash and resolve disputes in a balanced way
• Partner with IT to implement the global customer service toolkit including SFDC, InContact, SatMetrix and others.
• Design & operationalize customer feedback capture mechanism from customer service touch points as input CX design
• Drive established KPIs to new heights including First Contact Resolution (FCR), Net Promoter Score (NPS), employee engagement, and others.
• Ensure effective resource allocation via global standards on capacity, coverage, utilization and cross pollination.
• Create a holistic customer service management operating system (MOS) to include both front and back-office activities

Build a World Class Customer Service Team (30%)

• Team: Build “One HBT” Customer Service team by bringing together siloed teams with disparate approaches
• Culture: Create customer centric culture across team by helping to bring differentiated customer experiences to life.
• Recruit: Develop a recruitment strategy for customer service team, being thoughtful on where to locate each role.
• Train: Collaborate with other Customer Experience teams to drive adoption of new customer journeys, processes and tools.
• Lead: Set direction and provide oversight, coaching, management, and leadership for the team
• Develop: Formalize career paths and progressions at key hubs, link to performance develop development plans
• Engage: Mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development
• Collaborate: Build relationships with CX teams in other Honeywell divisions to facilitate effective knowledge sharing

YOU MUST HAVE
Experience in a global leadership role in a matrixed environment
Experience leading teams with both external and internal customer-facing responsibilities
Educational Requirements
Bachelor’s Degree in a relevant discipline
10+ years of senior customer support experience
10+ years of Experience leading a large globally disbursed team at a senior level

Preferred Qualifications
MBA or Advanced degree is preferred
15+ years of senior customer support experience
15+ years of Experience leading a large globally disbursed team at a senior level
Track record of strong leadership and building successful dedicated teams is required
Has experience in a large, multi-national company and global corporate function
Experience working in a decentralized and matrixed environment
Strong eye for business with ability to engage and influence at all levels of management, including business leaders and C-Suite executives is required
Demonstrated ability to use expert judgment in critical decision-making issues impacting company reputation
Deep expertise in market research / insight generation, quantitative and qualitative methodologies, and data reporting and visualization is required
Experience with health care compliance requirements and global market research standards, including privacy and data management is required
Ability to interpret, manipulate and integrate disparate data sources to extract and synthesize partner insights and business strategies is required
Expertise in managing sophisticated, multi-dimensional projects across sectors and regions, having business impact required
Previous experience demonstrating expertise in budgeting, cost reduction, and cost management in identifying and aligning projects with business strategy is required
Exhibit expert understanding of global businesses and the implication of diverse market dynamics is required

We Value
Being passionate about customer service
A capacity to make decisions in the face of ambiguity
An ability to lead diverse groups
An ability to lead through complexity and change
Proven track record of delivering results in a matrixed environment
Ability to work effectively in a cross functional environment
Solid presentation and oral and written communication skills with proven ability to influence
Demonstrated ability to deliver on complex situations or problems without guidance or supervision
Ability to foster good relationships, work independently and in collaboration with global team

Additional Information

• JOB ID: req394090
• Category: Customer Experience
• Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States
• Exempt

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.