Manager Supplier Management and Digital Applications Support (Remote)

Date Posted:

Country:

United States of America

Location:

US-CT-EAST HARTFORD-OBG 400 Main St BLDG OBG

Position Role Type:

Remote

U.S. Citizen U.S. Person or Immigration Status Requirements:

This job requires a U.S. Person. A U.S. Person is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3). U.S. citizens U.S. nationals U.S. permanent residents or individuals granted refugee or asylee status in the U.S. are considered U.S. persons. For a complete definition of U.S. Person go here. Clearance Type: None/Not Required

Security Clearance Status:

Not Required

Job Description

At RTX the worlds largest aerospace and defense company 185000 great minds are united by purpose and inspired to make a difference solving the worlds 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:

• Were seeking a results-driven highly organized Manager of Vendor & L1 Support Operations to join our Customer Support this role youll lead the strategy and execution of all vendor-managed support work oversee key Statements of Work (SOWs) and build a unified Level 1 (L1) support model across our digital platform ecosystem.
• This role is ideal for someone who thrives at the intersection of operations technology and vendor management someone who enjoys spotting inefficiencies driving automation and equipping teams with clear scalable processes. Youll partner closely with Product Owners IT stakeholders across Customer Support and multiple external vendors to improve support performance optimize spend and advance digital integration across the aftermarket.

What You Will Do:

• Build and Lead L1 Support Operations
• Develop and implement a comprehensive L1 Support Playbook covering all Customer Support digital products (Microsoft products data warehouse customer portal)
• Define and track performance KPIs to ensure L1 support reduces development team workload improves customer satisfaction and delivers measurable value
• Partner with the Product Owners Suppliers and IT team to identify automation opportunities build a backlog of use cases and elevate self-service and guided support for end users
• Ensure consistent scalable L1 processes across all programs serving as the central coordination point for business-side and technical support needs
• Vendor & SOW Management
• Manage multiple vendors and all Customer Support Ops-related SOWs from scope definition with stakeholders through approval execution and ongoing governance
• Lead regular business reviews with vendors to monitor service delivery initiatives and spend
• Gain visibility into digital and data-related SOWs across Customer Support Marketing and Engineering to identify redundant or outdated outsourced work
• Help reduce vendor spend through digital solutions identifying opportunities to consolidate streamline or retire SOWs once automation or integration eliminates manual work
• Partner with Finance and product stakeholders to quantify cost savings tied to process improvements and digital investment
• Strategic Impact
• Contribute to broader product integration efforts by surfacing hidden outsourcing costs and aligning teams around digital-first replacements
• Improve organizational transparency by building reporting governance and spend-tracking mechanisms
• Drive operational excellence across both vendor engagement and support operations

Qualifications You Must Have:

• Bachelors Degree and 10 years of experience; Or Advanced Degree and 7 years of experience to include the following:
• Demonstrated experience managing multiple external vendors and SOWs including scope definition approvals contract execution and performance governance
• Proven background in support operations ideally L1 support within digital products or enterprise systems with the ability to build processes KPIs and standard operating procedures
• Strong analytical and financial acumen with experience evaluating vendor spend identifying cost-saving opportunities and using data to measure operational performance and impact
• Experience leading structured business reviews synthesizing vendor performance data and driving accountability with external partners through clear metrics and expectations

Qualifications We Prefer:

• Strong communication and stakeholder management skills with the ability to build partnerships across business and technical teams
• Analytical mindset with experience defining KPIs evaluating impact and translating data into actionable insights
• Ability to manage complex projects and balance competing priorities across teams and vendors
• Experience with digital support tools automation platforms or ticketing systems

Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as:

Remote: Employees who are working in Remote roles will work primarily offsite (from home). If you live within a reasonable commute of an RTX site with other colleagues you interact with your manager will discuss whether there is a degree of onsite presence associated with this role.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles commuting to and from the assigned site is the employees personal responsibility.

As part of our commitment to maintaining a secure hiring process candidates may be asked to attendselect steps of the interview process in-person at one of our office locations regardless of whether the role is designated as on-site hybrid or remote.

The salary range for this role is 132400 USD - 251600 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer including but not limited to the role function and associated responsibilities a candidates work experience location education/training and key skills.

Hired applicants may be eligible for benefits including but not limited to medical dental vision life insurance short-term disability long-term disability 401(k) match flexible spending accounts flexible work schedules employee assistance program Employee Scholar Program parental leave paid time off and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including but not limited to individual performance business unit performance and/or the companys performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or veteran status or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms