location Atlanta, Georgia, United States
Role Summary:This position has responsibility for leading a team that manages the day-to-day operational execution across a Complex Global Support organization. Your role ensures the team has the data, processes, and insights they need to deliver on customer and business commitments, while providing governance across the execution and delivery of the overall Support organization.
Essential Responsibilities:In this role you will:
Help stabilize, improve and transform the business. Work with the cross functional team to eliminate variation, redundancies, and increase customer value realization to drive a culture of one team that delivers a great customer experience.
Support the operational vision and strategy for Global Support; identify and champion internal / external best practices and ideas to improve execution, velocity, and quality.
Have a deep understanding of the KPIs associated with Support function(s), including but not limited to Orders, Backlog, Revenue (Recognition, Deferral, etc), Utilization, and Contribution Margin, along with the on-going measurement of these KPIs against Operating Plan and prior period comparable.
Identify and lead key strategic initiatives including, but not limited to, data visualization, lean initiatives, integration of new teams, culture & communication
Demonstrate mastery of the intricacies of interactions and dynamics in global teams. Assure consistent, effective rhythms for collecting data and publishing insights and metrics.
Use disciplined approaches and regular review cadences to monitor performance, gain insight / understanding of risks, and work with the teams to establish mitigation strategies that enable forward progress, velocity, customer satisfaction, and performance to plan.
Be an expert in proactively using data, practical knowledge and innovative insights to drive timely decisions, determine appropriate courses of action, and forecast future needs while managing risk and uncertainty for the global team.
Foster a culture of data-driven decisions, customer focus and drive high performance project execution through continuous engagement.
Navigate through ambiguity, prioritize conflicting asks and show ability to adapt to changing situations.
Demonstrate strategic level skills in collaborating with different stakeholders, influencing decisions and an ability to take strategic view.
Represent the Support team as a leader and role model, globally
Bachelor's Degree. A minimum 10 years of professional experience.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Must be willing to travel ~10%
Desired Characteristics:Certified in Lean Six Sigma, Black Belt / Master Black Belt
Demonstrated experience leading teams, integrations and business transformations
Strong commercial background that champions the customer experience
Successful People leader, collaborates cross functionally
Educates and advises business operations personnel and other cross-functional team members on internal and external metrics relevant across Support.
Demonstrates subject matter expertise in the areas of general Support fundamentals, and quantifies operational effectiveness by gathering and analyzing data
Guides global teams to embrace prescribed corporate systems, tools, processes, standards, and solutions while participating in the refinement of those systems
Advises others on how to thoroughly analyze data and present findings and recommendations in a way that is easy and simple for key stakeholders to make decisions; links analysis to overall business objectives and strategies
Creates and follows processes without assistance and helps others do the same. Recognizes when variations are needed, easily adapts, and works to resolve across the team
Able to proactively identify when business or support metrics may start trending in the wrong direction, and devises mitigation strategies to help teams get back on track.
Able to identify inefficient processes and work cross-functionally to simplify.
Able to appraise and articulate what customers value and how GE products and/or Support can meet those needs.
Puts customers first; goes above and beyond to ensure internal business processes don’t slow things down for the customer; eliminates roadblocks and inefficiencies.
Ensures execution / delivery teams have the data, tools and processes needed to make decisions and deliver high levels of customer satisfaction.
Advises and assists teams with addressing all customer concerns / issues in a timely satisfactory fashion.
Exhibits good understanding of the customer enterprise, including interdependencies between departments. Networks across all Customer Success and other business functions to gain insight into behaviors of influencers, stakeholders, and decision makers, and how to engage senior leadership.
Understands how the business solves specific problems in target domain areas using GE Digital’s technology.
Helps create strategies to identify and understand in depth client needs beyond a cursory level (both known and latent); assists with collection and analysis of customer data.
Proactively identifies and removes obstacles or barriers on behalf of the team. Navigates accountability in a matrixed organization. Communicates and demonstrates a shared sense of purpose. Learns from failure.
Understands and can articulate team members' roles in relation to their function and data. Shares knowledge and credit, establishing trust, credibility, and goodwill. Coordinates with others to achieve mutual goals without regard to band or title. Encourages groups to work together to efficiently resolve problems. Fosters relationship-building between team members and those outside the team.
Creates meaningful stories and two-way communications that drive behavior. Understands functional strategy and roadmap with sufficient detail for teams to utilize. Describes functional area information to leaders. Collaborates with leadership on mediums and messages that drive the intended direction of the organization with measurable results.
Influences and energizes others toward a common business vision and goal. Maintains excitement for a process and drives to new directions of meeting the goal in the face of unfavorable odds and setbacks.
Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices
About Us:GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.