Principal Specialist – Contact Center Continuous Improvement & Transformation

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable. Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world.

Pratt & Whitney Canada was named one of Canada’s Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition. Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country. In addition, our headquarters continues to be recognized among the top employers in the Montreal region. Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world.

Behind every reliable engine and every safe flight are satisfied customers. In this role, you will contribute to enhancing the customer experience by supporting Contact Center operations, optimizing its processes and tools, and delivering efficient, consistent, and professional customer service worldwide.

This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

• Contribute to the implementation of internal strategies and transformation initiatives by coordinating the transition of low-complexity service activities to the Contact Center, while ensuring alignment with operational and customer experience objectives
• Design, optimize, and standardize processes and workflows in collaboration with cross-functional teams to improve service quality, operational efficiency, and customer experience
• Analyze trends, operational performance, and workflow challenges to identify improvement opportunities and provide data-driven recommendations aligned with organizational needs
• Assess risks, dependencies, and operational impacts associated with transformation initiatives and process changes, propose mitigation measures, and contribute to business continuity and operational readiness
• Work as a bilingual Contact Center agent 30% of the time, providing professional support by phone and email, handling inquiries using established processes and systems, and completing required follow-ups
• Translate observations and customer feedback into improvement opportunities by partnering with internal teams to address recurring issues and enhance processes, systems, tools, training, and support content
• Develop and maintain Contact Center operational documentation and knowledge resources, including procedures and work instructions, ensuring they remain accurate, consistent, and accessible
• Contribute to change adoption and stakeholder engagement by supporting communications, training, testing, operational readiness activities, and cross-functional coordination, and by escalating significant risks, issues, and improvement opportunities

Must-Have Qualifications

• University degree in Business Administration, Management, Operations, Industrial Engineering, or a related field, with at least 5 years of relevant experience, or an equivalent combination of education and experience
• Experience in continuous improvement, process optimization, business transformation, operations, customer service, or a Contact Center environment
• Experience implementing operational or transformation initiatives in collaboration with multiple teams or functions across an organization
• Strong analytical and problem-solving skills, with the ability to analyze processes, identify improvement opportunities, and develop practical solutions
• Strong communication, organizational, and collaboration skills, with the ability to manage multiple priorities, influence stakeholders, and adapt to a fast-paced and evolving environment

• Pension and savings plan with employer contributions
• Group insurance program
• Opportunities for advancement (career progression)
• Merit or recognition program
• Health and wellness program, including virtual health care
• Recreational and sports club
• Nearby daycares
• Transportation accessibility or public transit program and free parking

The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. We will consider applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and precision to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world. Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedom.

At Pratt & Whitney Canada, you have the opportunity to make a difference every day—just look up. Are you ready to go beyond?

The selected candidate will be required to complete a criminal background check and any applicable clearances with respect to the handling and transfer of controlled goods. Employment is conditional upon the successful completion of these checks and obtaining the required clearances. Failure to do so will result in the withdrawal of the employment offer.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.