HR Manager - Service Operations Improvement (Hybrid)

Raytheon Technologies - Farmington, CT

Part-time,Full-time - Mid Level

Farmington, CT

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The HR Manager for Service Ops Improvement at RTX Corporation is responsible for managing a team that enhances operational workflows within the service delivery processes. This role focuses on identifying bottlenecks, implementing process improvements, and optimizing customer experience across various HR services. The manager will collaborate with ITSM/HRSD process leads and service owners to streamline operations and improve overall system efficiency.

Responsibilities

• Manage a team that identifies and addresses bottlenecks in operational workflows by analyzing case data.
• Streamline processes and optimize routing mechanisms to minimize service disruptions.
• Implement process improvements to prevent future backlog accumulation.
• Collect data points to identify automation opportunities throughout the Case Life cycle and Service desk processes.
• Collect survey feedback and implement actions to improve services and end user experience.
• Partner with service owners to enhance customer experience.
• Manage routing issues and resolve knowledge base issues or assignment group issues.
• Work with the service desk on training issues based on data analysis and survey comments.
• Translate and summarize data into common themes and actionable problem statements.
• Perform After Action Reviews (AARs) & Root Cause Analysis (RCAs) to identify lessons learned.
• Develop, implement, and maintain process documentation 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.

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 with 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