HR Manager Service Operations Improvement (Hybrid)

Raytheon Technologies - Charlotte, NC

Part-time,Full-time - Mid Level

Charlotte, NC

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The HR Manager for Service Operations Improvement at RTX Corporation is responsible for enhancing operational workflows and improving the overall employee experience within the service delivery processes. This role involves managing a team that identifies bottlenecks, implements process improvements, and collaborates with various stakeholders to optimize service delivery across HR, Payroll, and other operational areas. The position requires a strategic approach to data analysis and process management, ensuring exceptional customer service and operational effectiveness.

Responsibilities

• Manage a team that identifies and addresses bottlenecks in operational workflows by analyzing case data, streamlining processes, optimizing routing mechanisms, and effectively managing escalated issues.
• Implement process improvements to optimize workflow and prevent future backlog accumulation.
• Collect data points to identify automation opportunities throughout the Case Life cycle, Escalation processes, and Service desk processes.
• Collect survey feedback and implement actions to improve services, tools, and end user experience.
• Partner with service owners to understand impacts to their service and enable better customer experience.
• Provide inputs to knowledge gaps and updates needed for effective Self-service Tier 0 and Tier 1 support.
• Manage routing issues and mis-assignments and work to resolve knowledge base issues or assignment group issues.
• Work with the service desk on training issues needed for Advisors based on data analysis, survey comments, or escalations received.
• Translate and summarize data into common themes and actionable problem statements.
• Perform After Action Reviews (AARs) & Root Cause Analysis (RCAs) on projects and escapes to identify lessons learned and improvement opportunities.
• Develop, implement, and maintain process documentation, standard operating procedures, work instructions, process flow diagrams, and best practices.

Requirements

• Typically requires a University Degree in Computer Science, Information Technology, Business Administration, or related field and minimum 8 years prior relevant experience, or an Advanced Degree in a related field and minimum 5 years experience.
• Minimum 2 years in a managerial position.
• Proficient managing, querying, and reporting in ServiceNow.
• Proficiency in Microsoft Office suite software applications.
• U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations required.

Nice-to-haves

• Ability to work in a large and matrixed corporate environment.
• Ability to work with, and influence, all levels of management.
• Excellent written and verbal communication skills.
• Experience in Performance Analytics within ServiceNow.
• Customer service oriented.
• Strong time management and prioritization skills.
• Energetic and have an excellent work ethic.
• Desire and ability to quickly learn and apply new concepts.
• Project and program management planning and organizational skills.

Benefits

• Parental (including paternal) leave
• Flexible work schedules
• Achievement awards
• Educational assistance
• Child/adult backup care
• Medical, dental, vision, life insurance
• Short-term disability
• Long-term disability
• 401(k) match
• Flexible spending accounts
• Employee assistance program
• Employee Scholar Program
• Paid time off
• Holidays