Date Posted:2026-09-24
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. https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62
Security Clearance Type: None/Not Required
Security Clearance Status: Not Required
What You Will Do:- We're seeking a results-driven, highly organized Manager of Vendor & L1 Support Operations to join our Customer Support team. In this role, you'll 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. You'll 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 employee's personal responsibility.
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 132,400 USD - 251,600 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.
