Customer Experience Program Manager - West Region
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Before you apply
Salary$122k – $152k
LocationPhoenix, AZ, United States
Typefull-time
SenioritySenior
Experience5+ yrs
DepartmentOperations
Company size10,000+ people
First seenOct 17, 2026 · 2w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
5+ experience leading people and building accountable, high-performing teams
5+ years experience using business and financial acumen, including experience with orders, revenue, margin, forecasting, productivity, cash, and working capital
5+ years experience leading cross-functional operating rhythms and resolving complex execution barriers
5+ years experience using service operations processes, systems, data, tools, and performance metrics
Bachelor's / Master's degree in Engineering, Business, Operations, Finance, Technology, or a related discipline, or equivalent relevant experience
Experience across Service Contracts, SPOT, and Service Projects
Experience with CRM, CPQ, SAP, service-management, project-management, contract-renewal, workforce-planning, analytics, and reporting platforms
Knowledge of field-service productivity, capacity planning, Labor SIOP, remote delivery, centralized engineering, and subcontractor models
Experience implementing digital tools, workflow automation, analytics, or AI-enabled operational capabilities
Experience leading business transformation across multiple branches or geographic areas
Knowledge of safety, quality, commercial, contract, billing, collections, and compliance requirements in a service environment
Demonstrated ability to influence across organizational boundaries
Strong analytical problem-solving and executive communication skills
Customer-focused judgment combined with disciplined operational execution
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
Skills
CRM
CPQ
SAP
service-management platforms
project-management platforms
contract-renewal platforms
workforce-planning platforms
analytics platforms
reporting platforms
Benefits
Medical
Dental
Vision
Life insurance
Short term disability
Long term disability
401(k)
Flexible spending accounts
Health savings accounts
EAP
Educational assistance
Parental leave
Paid time off
12 paid holidays
Customer Experience Program Manager - West Region
Job Description
As a Customer Experience Program Management Manager here at Honeywell, you will have the opportunity to shape the customer experience strategy and drive initiatives that enhance customer satisfaction and loyalty.
You will report directly to our Director Customer Experience Program Management, and you’ll work out of our West Region location.
About the company
Honeywell Building Solutions installs, integrates, and maintains building systems that help customers operate connected, safe, secure, comfortable, productive, and cost-efficient facilities. The Services business is evolving toward a balanced portfolio of traditional field services, connected services, remote delivery, software-enabled offerings, and data-driven operational solutions.
The Regional Operations Leader is responsible for leading the Operations organization within an assigned region. The position has an end-to-end accountability for regional service operations execution, including Service Contracts, SPOT and Service Projects, operational planning, financial performance, cash, capacity, process discipline, data quality, and deployment of productivity and digital initiatives.
The Regional Operations Leader serves as the primary operational partner to the Regional General Manager, Regional Finance Leader. The role creates a clear operating-model separation between:
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Customer-facing leadership, which owns customer relationships, growth, pipeline development, customer communication, and market execution.
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Operations Enablement, which owns internal planning, coordination, operational rigor, standard work, performance visibility, execution follow-through, and issue resolution.
The Regional Operations Leader is accountable for converting strategy and commitments into measurable regional results through disciplined execution, effective people leadership, cross-functional coordination, and timely corrective action.
Responsibilities
KEY RESPONSIBILITIES
The Regional Operations Leader will:
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Lead the regional Operations organization.
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Operate as a key member of the regional Services leadership team.
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Partner with the Regional General Manager and Regional Finance Leader to deliver the region’s Annual Operating Plan.
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Lead regional operational rhythms, including sub-regional pulses, operating reviews, MBR preparation, SIOP, capacity planning, cash reviews, campaigns, and initiative execution.
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Provide people leadership to designated regional operations roles, which may include:
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Contract Renewal Specialists
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SPOT Coordinators
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Field Service Coordinators
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Service Administrators
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Cash or collections support roles
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Other operational-enablement roles assigned to the region
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Serve as the regional escalation and coordination point for operational issues involving Finance, Information Technology, Supply Chain, Digital, Contracts, Business Service Centers, systems, data, and process organizations.
Principal Responsibilities
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Regional Operational Leadership and Accountability
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Management Operating System and Business Rhythm
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Annual Operating Plan and Financial Delivery
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Service Contract Execution
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SPOT and Reactive Quoted Work
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Service Project Operational Excellence
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People Leadership and Organizational Capability
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Regional Capacity Planning and Labor SIOP
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Process Standardization, Systems, and Data
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Productivity and Business Improvement
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Cross-Functional Partnership
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Safety, Quality, and Compliance
Key Performance Indicators
Business and Financial Performance
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Regional orders, revenue, operating income, and variable contribution margin versus AOP.
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Risk-and-opportunity delivery and forecast accuracy.
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Service Contract renewal performance.
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SPOT orders, revenue, margin, and backlog conversion.
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Service Project revenue conversion, EAC performance, change orders, billing, and job closure.
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Cash, past dues, AFDA, disputes, unbilled balances, and working capital.
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Productivity commitments and verified financial benefits.
Operational Execution
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On-time completion of regional operating actions.
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Aged operational actions and escalation closure.
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Quote, booking, execution, billing, and closure cycle time.
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Renewal and project milestone adherence.
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Backlog aging and closure velocity.
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First-pass quality of booking, billing, renewal, and project documentation.
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Data completeness and timeliness.
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Compliance with standard processes, approvals, and GDM requirements.
People and Capability
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Employee engagement and retention.
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Quality and timeliness of performance and development plans.
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Succession coverage for critical roles.
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Training and certification completion.
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Time to fill critical vacancies.
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Capability-gap reduction against regional demand.
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Team productivity and workload balance.
Technology and Transformation
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Adoption of standard systems and digital workflows.
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Reduction in manual reporting and non-value-added work.
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Usage and benefit realization from remote delivery, centralized resources, HBOC, GES, and approved digital capabilities.
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Process automation benefits.
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System and data-quality issue closure.
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On-time deployment of regional transformation initiatives
Customer Enablement
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Reduction in operational issues requiring customer-facing leader intervention.
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Timeliness of response to customer-impacting operational escalations.
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Billing and execution issues affecting customer experience.
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Successful project-to-service handovers.
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Improved operational capacity for customer-facing leaders to focus on relationships, growth, connected offerings, and customer outcomes.
Qualifications
YOU MUST HAVE
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5+ experience leading people and building accountable, high-performing teams.
•
5+ years experience using business and financial acumen, including experience with orders, revenue, margin, forecasting, productivity, cash, and working capital.
•
5+ years experience leading cross-functional operating rhythms and resolving complex execution barriers.
•
5+ years experience using service operations processes, systems, data, tools, and performance metrics.
WE VALUE
•
Bachelor’s / Master’s degree in Engineering, Business, Operations, Finance, Technology, or a related discipline, or equivalent relevant experience.
•
Experience across Service Contracts, SPOT, and Service Projects.
•
Experience with CRM, CPQ, SAP, service-management, project-management, contract-renewal, workforce-planning, analytics, and reporting platforms.
•
Knowledge of field-service productivity, capacity planning, Labor SIOP, remote delivery, centralized engineering, and subcontractor models.
•
Experience implementing digital tools, workflow automation, analytics, or AI-enabled operational capabilities.
•
Experience leading business transformation across multiple branches or geographic areas.
•
Knowledge of safety, quality, commercial, contract, billing, collections, and compliance requirements in a service environment.
•
Demonstrated ability to influence across organizational boundaries.
•
Strong analytical problem-solving and executive communication skills.
•
Customer-focused judgment combined with disciplined operational execution.
Benefits of Working for Honeywell
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.
Annual Base Salary Range: $122,000 - $152,000
Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate’s work experience, education and training, key skills, as well as market and business considerations.
About Honeywell Technologies
Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.
Location: Phoenix, AZ, United States (also listed as 855 S Mint St, Charlotte, NC, 28202, US)
Job Schedule: Full time
Job Posting Date: October 16, 2026
Hire Eligibility: Internal and External
Legal
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.