Senior Director, Customer Success – Air & Water

At GE Appliances a Haier company we come together to make good things for the fastest-growing appliance company in the U.S. were powered by creators thinkers and makers who believe that anything is possible and that theres always a better believe in the power of our people and in giving them the freedom to explore discover and build good things together.

The GE Appliances philosophy backed by three simple commitments defines the way we work invent create do business and serve our communities:we come togetherwe always look for a better way andwe create possibilities.

Interested in joining us on our journey

Position

Location

How Youll Create Possibilities

Strategy & Leadership (40%)

• Develop and execute a comprehensive post-sales customer success strategy for HVAC water heating and water treatment products.

• Establish a single unified point of contact for customers ensuring seamless coordination across Quality Service Support Training Warranty and Parts.

• Lead and inspire a cross-functional team to deliver exceptional customer experiences.

• Partner with Product Sales Operations and Marketing to integrate customer feedback into continuous improvement.

Customer Experience (30%)

• Build a customer-first culture with consistent standards for service excellence across all customer segments (dealers distributors contractors retailers end consumers).

• Implement best-in-class tools processes and KPIs to track and enhance customer satisfaction NPS response time resolution rates and retention.

• Establish a clear escalation path for complex customer issues and ensure rapid resolution.

Quality Feedback (10%)

• Own the collection and analysis of field data from service calls warranty claims and parts performance to identify recurring quality issues.

• Maintain a dotted-line relationship with Supplier Quality to ensure customer insights directly inform supplier corrective actions and continuous improvement.

• Collaborate with Operations and Supplier Quality teams to drive root-cause resolution of systemic issues impacting customer experience.

Operational Excellence (10%)

• Standardize service operations including warranty claims spare parts availability technical support and training delivery.

• Develop scalable systems for knowledge management self-service and customer enablement.

• Ensure compliance with regulatory and safety requirements across service and support functions.

Talent & Team Development (10%)

• Build and develop a high-performing Customer Success team with expertise in quality technical service customer support training and parts operations.

• Create professional development and training pathways for field and call center staff to ensure skill growth and retention.

What Youll Bring to Our Team

Basic Qualifications:

• 12 years of leadership experience in customer success service or support roles preferably within HVAC water heating or adjacent industries.

• Demonstrated ability to design and scale customer-facing operations.

• Strong understanding of service logistics warranty processes technical training and parts distribution.

• Track record of building customer-first cultures and delivering measurable improvements in customer loyalty.

• Experience with digital tools and platforms for customer engagement knowledge bases and CRM systems. Exceptional communication change leadership and cross-functional collaboration skills.

Our Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued connected and empowered to contribute while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities.

This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard valued and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging purpose and engagement. Reflect the diversity of the communities we serve through our workforce products and practices.

By further embedding Zero Distance into our People and Culture framework we will continue to build a deeply connected organization. We are cultivating a culture of engagement belonging and connection because while attracting new talent remains a priority retention is a cornerstone of our strategy.

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual team and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

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