Service Manager, Multi-Domain Products; Hybrid

Location: US-IA-CEDAR RAPIDS-121 ~ 350 Collins Rd NE ~ BLDG 121

Date Posted:

Country: United States of America

Location: US-IA-CEDAR RAPIDS-121 ~ 350 Collins Rd NE ~ BLDG 121

Position Role Type: Onsite

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 Service Manager plays a critical role in shaping how Collins Aerospace delivers service and support across its Multi-Domain Solutions portfolio. With responsibility spanning multiple products and technologies, this position helps ensure customers receive reliable, responsive, and consistent support throughout the lifecycle of our solutions. You will work at the intersection of customers, product management, engineering, operations, and service teams, bringing these groups together to solve complex issues, strengthen service performance, and continuously improve the customer experience.

This role offers the opportunity to influence both day-to-day service execution and the longer-term service strategy for a growing portfolio. You will lead support operations, establish service standards and performance measures, drive resolution of complex customer issues, and ensure new products and releases are ready to be successfully supported. You will also use customer feedback and operational data to identify opportunities for improvement, help shape product and service decisions, support service contract proposals, and develop a high-performing service organization focused on delivering meaningful value to customers.

This is a hybrid position, with the ideal candidate based in one of the following locations:
Cedar Rapids, IA;
Largo, FL;
Richardson, TX; or Atlanta, GA.

• Develop and maintain the service strategy for the multi-domain solutions portfolio, ensuring alignment with business goals and customer needs
• Define service standards, SLAs, KPIs, and operational requirements across all solution domains
• Oversee service governance, including compliance, process standardization, and continuous improvement

• Lead day-to-day service delivery operations across multiple product and technology domains
• Ensure consistent execution of support processes such as incident management, problem management, change management, and escalation handling
• Coordinate cross-functional teams to resolve complex multi-domain issues and drive efficient root-cause analysis

• Manage customer support teams and ensure high-quality case handling, escalations, and customer communication
• Monitor customer satisfaction metrics and implement initiatives to enhance service quality and responsiveness
• Collaborate with account management teams to address customer concerns and identify service improvements
• Strategically and quickly coordinate service contract proposals with production product managers

• Ensure new products and solutions are service-ready with clear support models, documentation, and training materials
• Drive readiness plans for new releases, integrations, and cross-domain solution updates
• Partner with product and engineering teams to provide customer feedback and influence roadmap decisions

• Lead, mentor, and develop service and support team members
• Promote a culture of collaboration, accountability, and customer focus across global or regional service teams
• Act as the primary service liaison across internal stakeholders and strategic partners

• Analyze service performance, operational metrics, and support workloads to identify trends and improvement opportunities
• Implement best practices, automation, and efficiency enhancements across service operations
• Prepare executive-level reports on service performance, portfolio health, and risk management

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related…