Manager – Supplier Management, Digital Applications Support

RTX

. Lead the strategy and execution of vendor-managed support work .

Posted 9/24/2026full-timeRemote • Connecticut • United StatesSeniorLead💰 $132,400 - $251,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing vendor relationships and overseeing Statements of Work (SOWs) while driving operational excellence in support operations. Proficient in developing performance KPIs, implementing support processes, and identifying cost-saving opportunities through data analysis.

Highest-signal resume keywords

Vendor ManagementStatements Of Work (SOW) OversightL1 Support OperationsPerformance KPI DevelopmentCost-Saving Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Vendor ManagementStatements Of Work (SOW) ExecutionPerformance MeasurementProcess DevelopmentData Analysis

Soft Skills

Strong CommunicationStakeholder ManagementProject ManagementAnalytical Thinking

Tools & Technologies

Digital Support ToolsAutomation PlatformsTicketing Systems

Industry Keywords

Customer SupportOperational ExcellenceCost SavingsDigital ProductsSupport Operations

About the role

Key responsibilities & impact

Lead the strategy and execution of vendor-managed support work
Oversee key Statements of Work (SOWs)
Build a unified Level 1 (L1) support model across the digital platform ecosystem
Develop and implement an L1 Support Playbook for Customer Support digital products, including Microsoft products, data warehouse, and customer portal
Define and track performance KPIs
Identify automation opportunities and build a backlog of use cases
Advance self-service and guided support for end users
Coordinate business-side and technical support needs across programs
Manage vendors and Customer Support Operations-related SOWs from scope definition through approval, execution, and governance
Lead regular vendor business reviews
Analyze digital and data-related SOWs to identify redundant or outdated outsourced work
Reduce vendor spend through consolidation, streamlining, retirement of SOWs, automation, and integration
Partner with Finance and product stakeholders to quantify cost savings
Contribute to product integration efforts and digital-first replacements
Build reporting, governance, and spend-tracking mechanisms
Drive operational excellence across vendor engagement and support operations

Requirements

What you’ll need

Bachelor's Degree and 10 years of experience; OR Advanced Degree and 7 years of experience
Experience managing multiple external vendors and Statements of Work (SOWs), including scope definition, approvals, contract execution, and performance governance
Background in support operations, ideally L1 support within digital products or enterprise systems
Ability to build processes, KPIs, and standard operating procedures
Strong analytical and financial acumen
Experience evaluating vendor spend and identifying cost-saving opportunities
Experience using data to measure operational performance and impact
Experience leading structured business reviews
Experience synthesizing vendor performance data and driving accountability with external partners
Strong communication and stakeholder management skills
Ability to manage complex projects and competing priorities across teams and vendors
Experience with digital support tools, automation platforms, or ticketing systems
Must be a U.S. Person
Security clearance is not required

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
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
Holidays
Annual short-term and/or long-term incentive compensation programs may be available