United States onlyDate Posted:
2026-03-31Country:
United States of AmericaLocation:
US-CT-REMOTEPosition Role Type:
RemoteU.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-120.62Security Clearance Type:
None/Not RequiredSecurity Clearance Status:
Not RequiredAt RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.
Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.
Data Quality Lead (Customer Support Operations)
This role defines data quality standards, implements controls and monitoring, and leads issue management across Customer Support managed metrics and data products. The role partners with data engineering, business data stewards, BAs, product owners and CS Ops leaders to ensure CS Ops data is a trusted as an authoritative source of truth CE reporting, analytics, and operational decision-making.
What You Will Do:
Data quality framework and standards spanning data entry, auditing activities, and data product governance.
Responsible for data quality/OTD measurement - metrics include: Operational (OTD), Data Quality (Auditing, escapes, timeliness, upstream/dependency management), and Governance (products w/ lineage identified/documented, etc.)
Responsible for data quality auditing activities & SOW scope, driving automation and feedback to tools for high-quality data entry at the source.
Define the CSDW data quality framework (dimensions, thresholds, severity levels, SLAs).
Identify and maintain the list of Critical Data Elements (CDEs) for CS Ops and document associated quality rules.
Translate business requirements into concrete data quality checks at source, integration, and presentation layers.
Able to support data definition alignment conversations across CE teams (documentation, meeting preparation, facilitation w/ data management owner)
Monitoring, controls, and tooling
Design and implement data quality monitoring (rules, dashboards, alerts) across CS Ops pipelines and products.
Partner with engineering to embed automated controls in ETL/ELT processes and schedule regular quality checks.
Responsible for documentation & resolution of upstream/downstream escapes – drive accountability of data quality to right domain owners.
Maintain clear runbooks for recurring checks, including owners, schedules, and response playbooks.
Issue management and remediation
Own the intake, triage, and prioritization of data quality issues impacting CSDW, MSD, PBI.
Coordinate root-cause analysis with engineering and domain teams; track remediation from fix design through deployment.
Maintain an issue log with impact, root cause, decisions, and permanent corrective actions.
Stakeholder communication and governance
Communicate data quality status, trends, and major incidents to CS Ops, analytics, and leadership in clear business language.
Partner with business data stewards to align on definitions, acceptable use, and temporary workarounds when issues arise.
Qualifications You Must Have:
Bachelor’s degree in Computer Science, Information Systems, Data/Information Management, Statistics, or related field; Or an Associates Degree and 10 years of experience as stated below.
8 years in data quality, data governance, data management, analytics engineering, or a closely related data role.
Proficiency in SQL and experience investigating issues directly in a data warehouse (profiling, reconciliation, root-cause support).
Familiarity with data warehousing and modern data platforms (e.g., Databricks/Spark, Snowflake, SQL DW, plus a BI layer).
Demonstrated ability to lead cross-functional triage and remediation with engineering, BAs, and business stakeholders. Hands-on experience defining and implementing data quality rules and controls on critical data elements and KPIs and communicating findings cross functionally.
Qualifications We Prefer:
Experience in Customer Service / Contact Center / Operations data (cases, SLAs, AHT, backlog, etc.).
Exposure to data quality or observability tools (e.g., Informatica, or similar).
Experience working with data stewards, governance councils, or similar operating models.
Relevant certifications or training in data management or data quality.
Excellent communication skills, with the ability to explain issues, impacts, and recommendations to both technical and non-technical audiences.
This role is:
Remote: Employees who are working in Remote roles will work primarily offsite (from home). 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 107,500 USD - 204,500 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.RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.
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