Customer Experience Director

2 months ago

Knoxville, United States Johnson Controls Full time
What you will do

Under minimal direction, manages the capacity and staffing of the Area Customer Experience team. Manages the assigned PSA portfolio, including scheduling, staffing, renewals, and transactional activity. Reviews and approves all M&V plans as developed by Customer Performance Specialists. Leads professional development, adherence to the organizational best business practices, managing & mentoring of the Customer Performance Specialists. Establishes team objectives and manages team efforts to achieve assigned productivity. Hires, retains, performance manages, and plans for career development of direct reports. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports. Responsible for the management and execution of business portfolio. Drives mitigation and remediation efforts for guarantee shortfall situations. Depending on span of control, self performs engineering for projects.

Area Assigned Portfolio: Responsible for development and performance engineering for the project portfolio within the Area. Responsible for Area projects, determining resource levels to attain schedule milestones and monitors workforce levels to ensure conformance with the scope of work. Each Area Customer Experience Manager executes a portfolio of PSAs to maintain proper governance for the M&V activity.

External Relationships:

The Area Customer Experience Manager is actively involved in the local community, industry organizations, and networks with local engineering firms, universities, and subcontractors. Responsible for maintaining high customer satisfaction for projects during the development and performance management phases.

Internal Relationships:
  • Works collaboratively with the Development Managers to determine capacity and capability needs with personnel from the Customer Experience Team.
  • Assists the Area General Manager and Customer Experience Director in the preparation of the annual financial operating plan for the business, ensures Area Fiscal Year plans are met and monthly financial reporting of the Area.
How you will do it
  • With the Customer Experience Director, establishes the plan for staffing levels and takes action to achieve that plan. Hires, retains, performance manages, and plans for career development of the Area Customer Performance Specialists. Ensures adherence to Company policies, procedures, and strategic initiatives regarding human resource management. Tracks changing trends in the marketplace and recommends action to adjust organization accordingly.
  • Ensures that the Development teams are properly supported with customer performance resources. Works with the Customer Experience Director to review manpower levels, providing manpower forecasts and plans for support of the Area Teams and assigned PSA portfolio.
  • Manages the M&V PSA portfolio by monitoring performance engineering results - PSA financials and SGD reports, assisting Development teams with subject matter expertise on development when appropriate, including representing JCI to customers on complex M&V matters. Ensures the financial management and bookings of all Measurement and Verification Service Contracts.
  • Develops and drives mitigation strategies for any potential or actual shortfall situations and leads the remediation effort. Represents JCI to the customer in shortfall situations.
  • Ensures compliance to M&V PSA's policies that ensure proper measurements are managed and executed.
  • Directs the efforts of the Area Team to provide specific functional and technical expertise, including presentation assistance, estimating, technical and financial analysis, etc.
  • Implements JCI's standardized tools and processes. Establishes tracks and reports various performance metrics.
  • Serves as an active member of the Sustainable Infrastructure leadership team by providing Area performance information in an accurate and timely fashion and working with and supporting other business leaders to establish standards, resource sharing and incorporating "Best Practices," reporting performance metrics, establishing and actualizing learning programs.
  • Leads process improvement initiatives for the broader Sustainable Infrastructure Business.
  • Mentors less experienced Area Managers as assigned.
  • Remains current on engineering standards and practices. Provides team with industry knowledge and leverages field applications and best practices. Directs the Team in developing and maintaining competitively advantaged "Best Practices," analyses, current competitive information and profiles, and effective presentations and proposals. Represents Johnson Controls, Inc. in professional and market related organizations on a Regional or National basis.
  • Promotes adherence to JCI safety policies.
  • Reviews and approves all M&V plans as required by the Governance process and workflow plans for every project as it is developed by the Development Teams.
  • When self-performing, leads or supports detailed development of projects. Validates assumptions made during solution design. Builds a detailed cost estimate and scope of work for assigned projects in conjunction with Operations. Assists in preparing proposals and other customer communication documents. Utilizes specialized functional expertise as a project development team member. Has a high degree of technical competence in multiple functional areas, capable of assessing design risk and being accountable for all elements of large projects.
  • Performs other related duties as assigned.
What we look for
  • Bachelor's degree in engineering, or a related technical field. MBA, or other appropriate graduate degree preferrable.
  • Requires 15 or more years of engineering building-related systems or services.
  • Formal report writing experience, and excellent oral and written communication skills are necessary.
  • Possesses solid working knowledge of common computer applications (e.g., MS Word, MS Excel, MS PowerPoint, MS Project, etc.).
  • Previous exposure to facility operations and cost accounting. Excellent business analysis capabilities are required.
  • Proven leadership skills and experience in managing a technical team requiring multi-project management skills. Experience in recruiting and developing people.
  • Proven leadership skills and experience in managing a technical team requiring multi-project management skills.
  • Strong process orientation and development skills with the ability to motivate subordinates. Strong planning and organization skills.
  • Registered Professional Engineer is not necessary but is advantageous.
  • Travel approximately 15%, primarily within assigned area.


Who we are

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.

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