Customer Program Specialist

Position Summary

The Customer Program Specialist is responsible for leading customer experience program execution, process coordination, operational governance, and cross-functional alignment for complex Smart Energy programs. The role supports delivery of customer-facing and internal program outcomes by coordinating stakeholders, managing program documentation, tracking actions and risks, supporting financial and procurement processes, and ensuring customer experience activities are executed with discipline and accountability.

Role Scope and Impact

This role operates within large, multi-stakeholder customer programs where schedule performance, financial control, customer communication, procurement coordination, and issue resolution are critical to successful delivery. The Lead CX Program Management Specialist works across project management, field operations, logistics, finance, sourcing, customer care, vendors, and customer stakeholders to maintain execution discipline and improve the end-to-end customer experience.

Key Responsibilities

• Lead day-to-day coordination of CX program activities, ensuring deliverables, milestones, actions, and escalations are tracked and completed on time.
• Support program governance by maintaining operating rhythms, meeting cadences, action logs, risk registers, decision records, and follow-up mechanisms.
• Coordinate with internal teams and external partners to resolve issues impacting customer experience, project delivery, billing, procurement, logistics, payroll, and field execution.
• Develop, maintain, and improve standard work, process documentation, job aids, trackers, templates, and reporting tools that support repeatable program execution.
• Monitor program performance indicators, including schedule progress, open actions, issue closure, financial inputs, purchase order status, invoice readiness, customer-impacting risks, and service commitments.
• Support customer communication readiness by gathering accurate program inputs, validating status updates, and ensuring timely escalation of customer-impacting risks.
• Partner with finance, sourcing, and procurement teams to support purchase requisitions, purchase orders, invoice processing, vendor documentation, and financial tracking.
• Identify process gaps, root causes, and operational inefficiencies; recommend corrective actions and continuous improvement opportunities.
• Support change management by communicating new processes, expectations, and standard work to impacted teams and ensuring adoption across the program.
• Act as an escalation point for complex administrative, operational, and customer experience matters requiring cross-functional coordination.

Core Competencies

• Customer obsession and service mindset
• Program coordination and execution discipline
• Cross-functional collaboration and stakeholder management
• Structured problem solving and root-cause analysis
• Process improvement and standard work development
• Financial and procurement process awareness
• Clear communication, documentation, and follow-through
• Risk identification, escalation, and issue resolution
• Adaptability in complex, changing program environments
• Ownership mindset with strong attention to detail

You Must Have

• Post Secondary degree/diploma preferably in a business field.
• 3+ years of experience supporting complex customer programs, project operations, order-to-cash activities, procurement processes, field service programs, or cross-functional business operations.
• 3+ years demonstrated ability to coordinate multiple stakeholders, manage competing priorities, and follow through on actions in a fast-paced environment.
• 3+ years advanced knowledge of Microsoft Office tools, including Excel, Word, Outlook, and PowerPoint.
• 3+ years experience preparing program reports, trackers, meeting materials, process documentation, and executive-ready updates.
• 3+ years strong written and verbal communication skills with the ability to engage internal teams, vendors, and customer-facing stakeholders professionally.

We Value

• Experience in Smart Energy, utility programs, AMI or meter deployment, customer communications, field operations, logistics, or customer care environments.
• Familiarity with SAP, Salesforce, procurement workflows, purchase requisitions, purchase orders, invoice processing, or vendor onboarding.
• Lean, Six Sigma, continuous improvement, or process documentation experience.
• Experience supporting management operating systems, performance reviews, action tracking, and cross-functional governance.
• Ability to translate customer and operational feedback into practical process improvements.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.