[Hiring] Data Quality Lead @RTX

Role Description

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 authoritative source of truth for CE reporting, analytics, and operational decision-making.

• 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)
  • Governance (products with 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 with data management owner).
• 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.
• 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.
• 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

• 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.

Requirements

• 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.

Benefits

• 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.