Customer Service Associate Director (CRM and CLM)

Date Posted:

2026-04-30

Country:

United States of America

Location:

US-NC-CHARLOTTE-2730 ~ 2730 W Tyvola Rd ~ TYVOLA

Position Role Type:

Hybrid

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

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

At RTX, the world 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.

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

**This is a hybrid-based position at one of Collins’ major facilities. **

What YOU will do:

• Organization and Program Lead to ensure the successful end-to-end execution of Sales and Customer Service solutions within the Customer Applications landscape.

• Lead functional, architecture and development teams for CRM (Salesforce) and CLM (Icertis) business processes.

• Support a global support model framework with development centers in APAC and EMEA.

• Build and execute a strategic plan to define a vision for a connected, Customer Sales and Service landscape for internal and external customer experience excellence.

• Define current state and future state Customer data journeys, to transform the Customer experience at Collins Aerospace

• Partner with architecture to define and execute the technical roadmap to mature the cross-application integration architecture in support of business customer engagement transformation (ex: SAP, Commerce Cloud, Salesforce, Icertis, EDI, Billing apps).

• Identify and partner with the business to track the benefit realization of Office of Transformation initiatives through sustainment.

• Partner with stakeholders including central functions (Office of Transformation, Legal, Contracts & Compliance, Operations, RTX Communications), SBU partners and Business Relationship Managers to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification, and support adoption. ​

• Own multi-year licensing agreements and ensuring value and fit out of complex SAAS licensing agreements to meet long-term roadmaps.

• Ensure all solutions developed are fit for purpose, in alignment with best practices, prioritize use of out-of-the-box functionality and are built with enterprise scale in mind.​​

• Influence key stakeholders (Digital Technology Senior Leadership Team and functional/business leads) on design, priority, key platform changes and enhancements. ​

• Manage escalations to successful resolution.

What YOU will learn:

• Systems & Program Leadership: How to lead complex, end‑to‑end sales and customer service solution delivery across a global Customer Applications landscape, gaining deep experience orchestrating CRM (Salesforce) and CLM (Icertis) teams and processes.

• Global Support Model Management: How to operate within and guide a global development/support organization, including APAC and EMEA teams, and refine skills in managing a distributed delivery model.

• Strategic Visioning for Customer Experience: Design and execute long‑range strategies that define a connected, seamless customer sales and service ecosystem — strengthening strategic planning, transformation, and enterprise thinking.

• Enterprise Stakeholder Partnership: Partner effectively with stakeholders across legal, compliance, operations, transformation functions, SBUs, and BRMs — broadening enterprise communication, influence, and collaboration capabilities.

Qualifications YOU Must Have:

• Typically requires a University Degree and minimum 12 years prior relevant experience or an Advanced Degree in a related field and minimum 10 years of experience.

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

• Experience with large scale system implementation projects.

• Experience with Agile framework.

• Experience with SAP, Salesforce, MS PowerPoint, Word, and Excel and other applicable software

• Familiarity with aerospace and defense industry and the order to cash business process such as proposals, contracts, pricing, order management, case management or field service.

• Ability to communicate with parties within and outside of own function.

• Ability to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches.

• Must be willing and able to travel domestic and internationally 10 - 20% of the time.

Qualifications We Prefer:

• Cross-functional knowledge of multiple work areas typically obtained through advanced education combined with aerospace and defense experience.

• CORE Champion certification (or equivalent) and project management expertise.

• Knowledge of Salesforce Sales and Service processes.

• Knowledge of SAP order to cash processes.

• Familiarity with Collins Aerospace Customer-facing roles and responsibilities.

• Work effectively in a matrix and team environment and collaborate across lines of business and function.

• Scope and effectively manage multiple activities concurrently.

• Align and translate strategy into specific goals/Key Performance Indicator (KPI), tactics, action plans and deliverables; clearly track and report progress to plan at both executive and working team level.

What We Offer:

Some of our competitive benefits packages include:

• Medical, dental, and vision insurance.

• Three weeks of vacation for newly hired employees.

• Generous 401(k) plan that includes employer matching funds and separate. employer retirement contribution, including a Lifetime Income Strategy option.

• Tuition reimbursement program.

• Student Loan Repayment Program.

• Life insurance and disability coverage.

• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.

• Birth, adoption, parental leave benefits.

• Ovia Health, fertility, and family planning.

• Adoption Assistance.         

• Autism Benefit.

• Employee Assistance Plan, including up to 10 free counseling sessions.

• Healthy You Incentives, wellness rewards program.

• Doctor on Demand, virtual doctor visits.

• Bright Horizons, child, and elder care services.

• Teladoc Medical Experts, second opinion program.

•  And more! 

Learn More & Apply Now!

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies?  Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!

WE ARE REDEFINING AEROSPACE.

* Please consider the following role type definitions as you apply for this role.

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world – and access to Collins sites when their work requires in-person meetings.

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.

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select 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 157,200 USD - 298,800 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 candidate’s 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 company’s 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.

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