UTCT1: Corp - CT - Remote Remote Location, Remote City, CT, 06101 USA
Position Role Type:
Remote
RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.
To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.
The following position is to join our RTX Corporate office:
Our team is focused on providing customer care and operational effectiveness of our service delivery processes. Goal is to deliver an exceptional employee experience.
The role is a collaborative self-starter providing strategic guidance to the Ops Excellence team supporting the Shared Service Desks across the United States for HR, Payroll, AP, T&E, Timekeeping and Digital Services.
Responsible for setting, operationalizing and continuously improving consumer service operations to meet user experience requirements across Enterprise Services (ES) multi-service line organization, and third-party providers. Included in these responsibilities is driving consumer / employee advocacy, increasing FCR at Tier 0, process improvements, standardization, and automation in the organization. This role is involved with all aspects of data analysis required to evaluate the operations, it’s effectiveness and identifying areas of improvement.
Responsibilities:
Lead and manage a team of operational excellence/continuous improvement professionals, providing guidance, coaching, and support.
Develop and implement process improvements that enhance the quality, efficiency, and customer experience.
Utilize multiple operating metrics (SLA, CSAT, Surveys, Etc.) and continuous improvement tools to identify improvement opportunities to drive strategic initiative execution and project coordination.
Translate and summarize data into common themes and actionable problem statements.
Perform After Action Reviews (AAR’s) & Root Cause Analysis (RCA’s) on projects and escapes to identify lessons learned and improvement opportunities.
Collaborate with multiple process owners, functional teams, COE's and Business Units to drive self-service and automation initiatives to increase FCR, CSAT and SLA’s.
Ensure all platform testing requests are appropriately supported, assigned, and reported on for the UAT team.
Build and maintain strong relationships with Customer Service Desk Leads, PMO Team, key business unit and IT stakeholders to ensure quality project execution.
Develop and execute project plans and roadmaps to implement process improvements, engaging cross-functional teams on critical issues.
Partner with internal and external technical resources to build, test, and release enhancements ensuring effective solutions implemented without disruptions.
Coordinating communication, implementation, and/or training plans for system enhancements and process improvements.
Provide business performance analysis of KPI’s, CSAT and other metrics.
Evaluate the ongoing effectiveness of current processes, consulting with business partners, managers, co-workers, or other key stakeholders.
Analyze data/ metrics and provide insights to drive continuous improvement, create customer enhanced services and improve employee experience.
Ensure that all processes are aligned with business goals, meet the needs of internal and external customers, streamlined, efficient, compliant with applicable laws and regulations.
Continuously assess proper work placement (e.g. off-shore, near-shore, third-party, alternative Tier) to drive positive business and consumer experience results.
Develop, implement, and maintain process documentation, standard operating procedures, work instructions, process flow diagrams and best practices.
Perform change impact analysis and change readiness assessment to drive operational readiness for service capabilities.
Minimum Required Experience/Qualifications:
Bachelor’s Degree and minimum 12 years relevant experience
Completed CORE Apprentice / Lean Six Sigma Green belt certification
Minimum 5 years of demonstrable work experience with Continuous Improvement
Proficiency in Microsoft Office suite software applications including Intermediate Excel levels (ie. VLOOKUP, IF statements, and conditional formatting)
PMP certification or 5+ years of project management experience.
U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations required.
Preferred Qualifications:
Customer centric mindset
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to build business cases and proposals from findings and insights
Extensive knowledge of root cause analysis/lean-six sigma/ CORE techniques.
Desire to innovate and improve processes with an eye toward automation.
Intermediate to expert user of Microsoft Office suite software applications.
Ability to work with highly sensitive and confidential material ethically.
Ability to interact with and influence stakeholders across all levels of the organization.
Problem-solving skills with a demonstrated ability to identify problems and systematically gather data, identify root cause, and address data integrity issues.
Thorough knowledge of the Shared Services model roles and responsibilities to assess initiative needs and cross-functional impacts.
Demonstrated ability to work independently and prioritize tasks in a remote work environment.
Education:
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
Location: Remote with ability to travel 10% to one of four locations as needed - Farmington, CT, Charlotte, NC, Cedar Rapids, IA, or Greenville, TX
Relocation assistance is not available for this role.
#reempowerprogram
This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.
Minimum Program Qualifications
To qualify for the RTX Re-Empower Program, candidates should:
Be on a career break of one or more year at time of application
Have prior experience in functional area of interest
Have interest in returning in either a full-time or part-time position
The salary range for this role is 143,000 USD - 287,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.
Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.
Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.
This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.
RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.
RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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01694119
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Aviation and Aerospace Component Manufacturing
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