Senior Manager, Customer Hypercare & Business Retention Manager; Remote

Date Posted:
Country: United States of America
Location: US-VA-REMOTE
Position Role Type: Remote
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.

This Program Integration position is responsible for supporting the execution strategy as developed by the program execution teams within the Business Units. Individual will be responsible for driving a consistent Collins approach to this customer. The role will work with Business Unit managers to conduct regular liaison visits with this key customer, and act as the voice of the end customer for sustainment solutions.

They will be responsible for managing the strategic relationship and serve as the customer’s advocate within Collins Aerospace. They will facilitate day-to-day customer and cross SBU interactions and be the key contact bridging various Collins personnel. Periodic on-site presence with the customer in Richmond, VA, at the DLA Weapons Support Headquarters will be required.

This role is Remote with required onsite presence in Richmond, VA as needed to support customer interaction.

• Program Integration leadership, execution, and communication across all Collins Business Unit teams for:
• Coordinate fulfillment of all Contractual Aftermarket Requirements by SBUs
• Drive improvements to customer scorecards and key performance metrics
• Support performance improvement initiatives (spares, repairs, and proposals)
• Monitor customer satisfaction and proactively identify areas of improvement opportunity
• Support internal & external customer reviews
• Support the Collins Customer Strategy & Excellence team, as required
• Work across boundaries to ensure requirements are satisfied
• Manage the customer relationship to ensure service levels and customer satisfaction
• Identify joint initiatives in direct support of customer goals
• Establish personal communications and contact plans with key members of both organizations
• Enable alignment between Collins and the customer by understanding their business objectives, strategies, and organizational transformations
• Ensure in-service issues are assessed in a timely manner & coordinate across SBUs
• Advise on the development of Proposals across the SBUs
• Manage aftermarket risk/opportunities
• Represent the end customer’s priorities across Collins organizations
• Ability to travel domestically and internationally up to 20% of the time
• Position requires the ability to communicate with all levels and organizations within Collins Aerospace as well as with the customers

• Bachelor’s Degree with a minimum of 10 years of sales, customer service, commercial and people leadership, or other technical experience in an aftermarket spare parts business or related aerospace environment; OR an Advanced Degree with a minimum of 7 years of prior relevant experience.
• Previous people leadership and sales/customer service experience in an aftermarket aviation spare parts business
• Proven experience leading teams, managing strategic accounts, and delivering measurable results in revenue, margin, and customer satisfaction
• Demonstrated understanding of regulatory compliance, export controls, and ethical business practices in a highly regulated aerospace environment