Order Management Senior Manager

Date Posted:

2025-02-12

Country:

United Arab Emirates

Location:

United Technologies International Operations, Inc. UAE (DUBAI), Media One Tower, 30th Floor, Office 3001, Dubai, United Arab Emirates; ​P. O. Box 71662, ​Dubai, U.A.E.

Position Role Type:

Unspecified

Role Overview:

Join a dynamic, high-impact team at the heart of managing key customer accounts and driving operational excellence across multiple regions (IATA 2 & 3). This is a unique opportunity to lead a talented group of professionals in a fast-paced environment, working on critical initiatives that directly contribute to the success of IATA 2 & 3, while collaborating with cross-functional teams to shape the future of our customer order management strategy.

As the Order Management Senior Manager, you will report to the Global Order Management Lead and oversee a skilled team of Service Contract & Warranty Administration experts. You will be responsible for guiding short to mid-term tactical and operational plans, advising on policy implementation, and developing recommendations for process improvements. In addition, you will serve as a key consultant on contractual rights and obligations and act as a liaison with other departments—including Supply Chain, Asset Management, Finance, Order Closure, Program Management, and the SAP team—to ensure seamless customer satisfaction and operational alignment

Primary Responsibilities:

• Must possess proven leadership experience and the ability to motivate the team to inspire and drive an outstanding customer experience.
• Direct administrative and operational tasks needed to support revenue growth, productivity, and exceptional levels of customer satisfaction.
• Continually review and determine the appropriate distribution of accounts, orders, and workload among team members to ensure appropriate coverage at all times.
• Identify opportunities for improvement in processes, procedures, or personnel, and implement a plan of action.
• Act as a coach/leader/mentor and provide Order Managers with the appropriate training, tools, direction, and motivation that enable their success.
• Serve as the primary escalation point for customer issues.
• Prioritize and manage multiple, diverse projects with minimal supervision.
• Supervise, coordinate, direct, and monitor Order Management team activities to ensure prompt, courteous, and accurate responses are provided to external and internal customers.
• Improve customer service results by studying, evaluating, and redesigning processes; establishing and communicating department metrics; monitoring and analyzing results; implementing changes, and troubleshooting in SAP.
• Develop metrics and automated reports to measure the growth and performance of the team.
• Develop a capacity model to forecast a resource plan.
• Hire, develop, mentor, and coach the team with a focus on not only empowering Order Managers to resolve customer communications but also helping support their career aspirations.
• We will provide the training, coaching, experience, and exposure you’ll need to build relationships and grow in your career.

Basic Qualifications:

• Bachelor’s degree and 12 years of relevant experience OR
• Advance degree and 10 years of relevant experience OR
• In absence of a degree, 16 years of relevant experience is required
• Possess excellent written and verbal communication skills
• Possess strong organizational and time management skills
• Requires strong analytical skills and attention to detail
• Must be flexible and able to adapt to change; self-driven and motivated; able to prioritize and work independently
• Ability to manage multiple priorities, complex situations, a diverse team of employees, and customer requirements on an ongoing basis
• Strong work ethic
• Proficient in Microsoft Office (Word, Excel, PowerPoint, etc.)

Travel Requirements: ~30%

Preferred Qualifications:

• Working experience in SAP
• Supervisory experience
• 3-5+ years of experience in commercial aerospace in a customer service, administration, program management, finance or engineering role

Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers’ toughest challenges and meet the demands of a rapidly evolving global market.

We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in-flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!

WE ARE REDEFINING AEROSPACE.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.

Apply now and be part of the team that’s redefining aerospace, every day.

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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