Customer Program Specialist

Description

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.

The annual base salary range for this position is $61000 to $80000 in Orillia Ontario. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer including but not limited to the scope and responsibilities of the position the candidates work experience education and training key skills as well as market and business considerations.

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.

Required Experience:

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