Manager

• Assigned directly to major Account Programs to ensure requirements are understood and fulfilled and translated to JCI’s design and operations processes
• Drive communication and action with customer focal points for quality performance and experience management
• Coordinate JCI resources to deliver a positive End-to-End customer experience and act as customer advocate
• Establish voice of customer and quality metrics for assigned key accounts and achieve trusted advisor status
• Orchestrate escalation resolution and advocate for customers to ensure JCI is the best supplier
• Provide periodic internal and customer program reviews and drive improvement in key customer metrics
• Identify issues/opportunities, initiate resolution/improvement plans and drive/track actions with functional management and business units
• Ensure contractual and corporate compliance for work performed
• Build and manage processes, adherence to global processes, tools and communications mechanisms to ensure visibility and timely action
• Track and share key customer insights and feedback to inform product design and process improvements
• Collaborate across the organization to create feedback cycles and enact improvements
• Oversee communication to the customer and resolve non-conformances in a timely and cost-efficient manner
• Provide inputs to global cross-functional organization on customer quality scorecard/KPIs and drive performance baselining and improvement
• Manage key partner and account executive relationships to ensure enterprise alignment and governance
• Share Customer Quality and PMO best practices and drive lessons learned globally

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