Manager - Customer Data Management Operations

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Who We Are:

At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. 

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

Expectations of the Role:

The Customer Data Management Operations Manager leads a multidisciplinary team of data analysts, specialists, and managers focused on data quality and process transformation in a dynamic, global environment. This role requires a high degree of ownership, with responsibility for driving outcomes and navigating ambiguity. The successful candidate is accountable for data quality, operational excellence, and 24/7 service continuity, while fostering high performance and balancing agility with robust governance.

What You Will Do:

• Team Leadership & Operational Management
• Nurture a culture of quality, accountability, agility, and continuous improvement
• Lead and develop a collaborative cross-functional team operating in a 24/7 model
• Translate company strategy, goals, and policies into actionable plans and measurable outcomes
• Set and track performance objectives, manage resources and shift coverage, and drive engagement, capability development, and continuous improvement
• Service Delivery & Data Operations
• Ensure reliable, high-quality service delivery across all shifts
• Oversee execution, workload prioritization, incident escalation, and communications
• Facilitate regular 1:1s and team meetings to drive alignment, performance, and engagement
• Data Quality and Governance
• Drive adherence to data standards, controls, and governance frameworks
• Ensure timely resolution of data issues, effective escalation, and compliance with stakeholder requirements
• Continuous Improvement and Process Optimization
• Oversee and support transformation activities, including process reviews and lessons learned sessions
• Ensure preventive and corrective actions are sustained, driving efficiency, data accuracy, and operational maturity, and enabling automation where appropriate
• Stakeholder Collaboration and Communication
• Collaborate with cross-functional stakeholders to resolve operational and data issues
• Maintain clear communication on performance, risks, and improvements.
• Guide the team in effective problem-solving, escalation, and stakeholder engagement

Success in this role will be measured through:

• Strategic alignment and execution
• Effective communication
• Operational excellence and service reliability
• Data integrity and governance
• Continuous improvement toward operational maturity
• Sustainable issues resolution
• Transformational leadership and team effectiveness
• Stakeholder confidence and collaboration
• Responsiveness and decision-making effectiveness

Qualifications You Must Have:

• Bachelor’s degree in Management, Operations, Data or a related field, with 10-14 years of relevant experience, or a Master’s degree with 8+ years
• Proven experience leading and developing teams, including coaching, performance, and workload planning
• Strong track record of driving operational performance and service excellence, including defining and monitoring metrics
• Ability to manage competing priorities in a fast-paced environment

Qualifications We Prefer:

• Strong communication skills with ability to summarize, influence and drive adoption of change
• Experience collaborating with cross-functional stakeholders on complex issues
• Familiarity with data governance frameworks, controls, policies, processes, and work instructions
• Experience with quality monitoring frameworks, dashboards, or operational controls
• Understanding of process improvement methodologies (Lean, Six Sigma, etc.)
• Familiarity with Global Trade requirements
• Working knowledge of the Sarbanes-Oxley Act (SOX) requirements and controls
• Understanding of data protection and privacy regulations, including the General Data Protection Regulation (GDPR)
• Awareness of cybersecurity principles and their impact on data integrity
• Experience with SAP, CRM, PowerBI, and Microsoft Office Suite

Shifts/Work Hours:
Day Shift: typically 9:00-16:00 IST on-site, on weekdays, with 2 hours of remote work to support EST meetings or training

On call support: availability outside standard hours for urgent issues.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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