Senior Manager-Customer Programs Hub

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Who We Are:

At RTX, the world's 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.

What You Will Do:

As a Senior Manager for Customer Programs Hub, you will be responsible for variety of engineers and experts who work on Engine reliability analysis, supports in-service product performance for for general aviation, business aviation, Regionals, helicopter and APU programs. Leading a team of experts, you will have the opportunity to participate in Operational Reviews, PMTs and PMMTs to discuss and influence the technical decisions which could affect the safety, reliability, maintainability & availability of a product or the cost of operation of P&WC engines. You will also be expected to act as a coach and mentor to your team and act as a subject matter expert with your peers. You will provide strategic leadership in deploying, governing, and maturing RTX CORE (Customer Oriented Results & Excellence) quality practices across Customer Programs and Product Data business functions. You will drive enterprise-wide quality transformation, enable Built-in Quality at scale, and ensure sustainable defect prevention across value streams.

You will:

• Lead a team who will be primarily supporting the end-to-end management of in-service field events for P&WC engines.
• Lead a team of specialists handling reliability, Service Difficulty Reporting, Accessories Programs, daily technical analysis, supporting AOGs and front-line teams.
• Lead the Field Event Management (FEM) portfolio for various severity events ensuring compliance and data accuracy by successfully executing the screen teams.
• Drive effective integration and alignment with downstream Reliability and Product Performance teams by ensuring high-quality, structured FEM data.
• Provide strategic partnership to senior functional leaders, influencing decision-making on quality, process excellence, and data governance priorities.
• Actively represent the team in OPRs, IPTs and PMTs coordinating strategies & initiatives
• Support as a Subject Matter Expert for the front-line team & provide product knowledge to prepare conferences and customers dedicated technical reviews
• Enable compliance with Airframe OEM, Operators and Airworthiness authorities’ obligations.
• Own Product Performance - including safety, reliability, maintainability and availability of the product in service
• Work closely with Engineering and Customer Service Engineering to improve product performance status and ensure an execution plan in place to drive product performance improvement strategy
• Collaborate with other P&WC functions to identify improvements, cost reduction opportunities and design changes based on service experience / maintainability / customer requirements.
• Drive a culture of continuous improvement, accountability, and operational excellence, influencing behaviours at all organizational levels.

Qualifications You Must Have:

• Bachelor’s degree in Aeronautical / Aerospace Engineering, Mechanical Engineering, AME or a related field.
• 15+ years of relevant experience in handling Customer Service operations preferably within aviation, aerospace, or engineering services.
• Demonstrated experience in leading enterprise-level quality or continuous improvement initiatives with measurable business impact.
• In-depth understanding of aftermarket services, MRO operations and engine health monitoring concepts to drive cross collaboration between teams.
• Should have managed large teams focused on value creation and productivity enhancements.
• Leading presentations to executives
• Strong negotiation, analytical, and problem-solving skills
• Excellent project management skills, with the ability to manage multiple projects simultaneously
• Strong interpersonal and communication skills, with the ability to work effectively with cross-functional teams and external customers and service providers
• Fluent in English with excellent written and verbal communication skills
• Excellent communication and stakeholder management skills with experience working in global cross-functional environments.

Work Location: Bangalore

Travel: No travel requirement

Employment Type: Full-time Hybrid mode

Shifts/Work Hours: General day shift (9 AM – 6 PM)
This role requires flexibility in working hours to support meetings and governance discussions with stakeholders.

Onsite: Hybrid

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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