Associate Director, Global Customer Experience; Onsite

Location: US-MD-ANNAPOLIS-906 ~ 2551 Riva Rd ~ BLDG 906

Date Posted:

Country: United States of America

Location: US-MD-ANNAPOLIS-906 ~ 2551 Riva Rd ~ BLDG 906

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

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

Connected Aviation is hiring a results-driven, customer-focused Associate Director, Global Customer Experience (M6) to lead the ARINC Operations Center (AOC) and Business Aviation Service Delivery organization and shape the continued evolution of our customer support model, driving transformation, operational excellence, and exceptional customer outcomes.

This leader is responsible for Customer Support and the strategies and capabilities that enable effective service delivery, including Training Strategy, Problem Management, and Knowledge Management, while guiding a team of 100+ professionals.

Success in this role requires a leader who can drive operational excellence, establish clear accountability and governance, and deliver continuous improvement.

• This is an onsite role based at one of the following Collins locations:
  Annapolis, MD or Cedar Rapids, IA.
• Travel requirements vary by location: up to 25% for Annapolis and up to 50% for Cedar Rapids.
• This role is eligible for relocation.

• Lead the ARINC Operations Center (AOC) and Business Aviation Service Delivery organization, with accountability for operational performance, service quality, and customer outcomes.
• Transform and evolve the customer support model, leveraging digital capabilities and scalable processes.
• Provide oversight of the Training Strategy, ensuring effective execution of digital learning and modernized training delivery.
• Provide governance and oversight for Problem Management, driving effective root-cause resolution and prevention of recurring customer-impacting issues.
• Own the Knowledge Management strategy, ensuring support knowledge is effectively integrated into the customer support experience.
• Shape the Connected Aviation customer journey, identifying opportunities to simplify interactions and create a more seamless experience across the customer lifecycle.
• Build high-performing teams and organizational capability, using structured skill development and succession planning.
• Use operational metrics, and customer insights to monitor performance, identify trends and gaps, and drive informed decisions on priorities and resources.
• Partner with Engineering, Product, Operations, and business leadership to resolve complex issues, influence priorities, and ensure customer needs are reflected in business decisions.
• Drive operational efficiency and effectiveness, identifying opportunities to simplify processes and shift work to the appropriate level.
• Lead and develop a team of 100+ professionals, fostering an environment of collaboration, accountability, engagement, and leadership development.
• Collaborate across Connected Aviation and enterprise Customer Support organizations to align approaches, share expertise, and strengthen service delivery across Collins.

• Typically requires a University Degree or equivalent experience and minimum 12 years prior relevant experience, or an Advanced Degree in a related field and minimum 10 years experience.
• 10+ years of progressive experience in aviation customer experience or service delivery.
• 5+ years of people leadership experience, including experience leading managers and/or multi-functional teams.
• Proven experience leading organizational transformation and continuous improvement, including process optimization and standardization.
• Experience building high-performing teams, with a focus on skill development, coaching, talent development, and building scalable organizational capabilities.
• Demonstrated experience establishing clear governance, accountability, and operating standards across a service organization to drive consistent execution and measurable performance.
• Experience partnering across Engineering, Product, Operations, and business leadership to resolve complex issues, influence outcomes, and…