Customer Relationship Management Jobs in North Carolina

INTRODUCTION

New Honeywell is embarking on a significant organizational transformation. As a part of this transformation, Honeywell Finance is standing up a Global Business Service (GBS) organization that will span multiple geographies and eventually be responsible for end-to-end finance delivery activities (R2R, P2P, and business finance including commercial, ISC, BAP, etc.). The Director of GBS Business Relationship Management - Industrial Automation is a critical leadership role that will support the stand-up and effective functioning of the organization and will report to Michael Herberich, Sr. Director of GBS Finance – Business Relationship Management.

The Business Relationship Management role connects Global Business Services (GBS) with business clients, stakeholders, and functional partners, building deep, trust-based partnerships that deliver measurable value beyond transactional support. Acting as a key contact for L2/3 leadership escalations, ensuring proactive and transparent communications. You monitor, route, and track customer requests, follow up to closure, and provide regular status reporting that highlights issues, trends, and risks. You align and manage SLA/KPI frameworks and ownership across SBG and GBS, track performance, and coordinate gap-closure actions with the relevant functions. You own customer feedback management and translate insights into tangible improvements in efficiency and service quality. You drive change management and communication strategies, maintain key customer-facing content, and ensure robust document control for customer-related materials and framework documentation. You facilitate joint SBG–GBS annual planning and forecasting cycles, contribute to strategic planning, establish roadmaps, and lead prioritization of new projects, enhancements, and issue resolutions. Through helpdesk analytics you identify and drive continuous process improvement. You engage with upstream functions (e.g., HR services, payroll, indirect sourcing/procurement, fleet) to resolve day-to-day issues, prevent recurrence, and strengthen overall business vitality and performance.

You will be expected to work from the office on a hybrid work schedule with travel to global hubs as required.

BASIC QUALIFICATIONS

• Strong finance and domain expertise; solid understanding of core financial processes
• 3–5 years Honeywell experience at SBG HQ and/or corporate level
• Bachelor’s degree in business, finance, or related field (MBA preferred)
• 10+ years total finance experience

PREFERRED QUALIFICATIONS

• Effective communication skills: Translate complex topics into clear business terms
• Empathy: Understand issues from others’ perspectives to find the right solution
• Influential relationship building skills: Lead and collaborate across functions
• Strategic thinker: Align decisions with long-term business and GBS objectives
• Problem solver: Develop creative, compliant and balanced solutions
• Emotional intelligence: Manage self and relationships effectively
• Hands-on mindset: Pragmatic and action-oriented

Responsibilities

• Primary contact for SBG and regional leadership and will work closely with them
• Establish MOS for escalations and high-impact issues, including status reporting
• Coordinate CSAT surveys and follow-up actions with tower leaders
• Drive continuous improvement with GBS Towers, BAP, and Transformation teams
• Represent BRM in key GBS MOS and governance forums
• Maintain document control per GBS standards
• Align and manage SLAs and KPIs with stakeholders and towers
• Build upstream relationships to address handoff and knowledge gaps
• Leverage helpdesk analytics to identify improvement opportunities
• Facilitate governance meetings, prepare agendas and presentations
• Document key decisions, action items and circulate to relevant parties
• Oversee execution of stakeholder related action items including prioritization

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.