Senior Supervisor, HR Service Center (Hybrid)

Position Overview

RTX Corporation, a global Aerospace and Defense leader, is seeking a Senior Supervisor to join its RTX Enterprise Services team. In this hybrid role based in Cedar Rapids, IA, you will provide strategic and day-to-day supervisory support to HR advisors across various functions, ensuring a best-in-class employee experience through effective leadership, process improvements, and technology optimization.

Key Responsibilities

• Supervise, coach, lead, and develop team members in the Services Center providing guidance on routine and complex people management activities.
• Manage day-to-day Contact Center operations across all service channels including phone, email, chat, portal, fax, and voicemail via a Case Management tool.
• Act as an employee and customer advocate, fostering a culture of exceptional customer service.
• Develop and maintain strong internal and external relationships with vendors, HR partners, Centers of Expertise, and employees at all levels.
• Review and analyze KPIs, customer satisfaction feedback, first contact resolution rates, and quality performance to identify and implement process improvements.
• Create an environment that promotes adherence to company safety protocols, policies, and procedures in line with applicable laws and regulations.
• Develop and present center performance reports and leadership presentations.
• Maximize technology, automation, AI, and self-service functions to enhance productivity and support services.
• Prioritize initiatives and delegate work appropriately among team members.
• Travel occasionally to support initiatives, build relationships, and drive operational excellence.
• Complete special projects and other assigned duties.

Required Qualifications

• Bachelor’s degree (or equivalent experience) with 5 years of relevant professional experience, or a Master’s degree with 3+ years of supervisory experience.
• Experience with HR policies, procedures, or centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.).
• Advanced proficiency in MS Office applications (Outlook, Excel, PowerPoint, Teams, OneNote, etc.).
• Previous experience in an HR Shared Services Center, Customer Contact Center, and/or HR role.

Preferred Qualifications

• Experience supervising teams with 5 or more employees.
• Familiarity with ServiceNow, Workday, and ADP.
• Exceptional problem-solving abilities and strong customer service skills.
• High attention to detail with excellent organizational and analytical skills.
• Excellent communication skills with the ability to interact across all levels of the organization.
• Ability to manage highly sensitive and confidential information with sound business judgment and ethics.

Benefits & Perks

• Compensation: 82,000 USD - 164,000 USD
• Robust total rewards package including Healthcare, Wellness, Retirement, and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave, flexible work schedules, and achievement awards.
• Educational assistance and child/adult backup care.
• Eligibility for annual short-term and long-term incentive compensation programs.
• Access to additional benefits including medical, dental, vision, life insurance, short-term and long-term disability, 401(k) match, flexible spending accounts, employee assistance programs, Employee Scholar Program, paid time off, and holidays.