Senior Director, Global Support Operations & Operational Excellence
Job Location:
West Melbourne, FL - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
This leader is responsible for establishing a streamlined global operating model by identifying operational gaps standardizing best practices simplifying processes and implementing governance disciplines that enable a dependable customer-focused Support organization.
Through operational excellence business performance management and strategic partner tactical performance oversight this role improves operational effectiveness strengthens customer outcomes protects recurring revenue and enables achievement of business objectives.
Key Responsibilities
Operational Excellence & Global Operating Model
Partner with Support leadership to define and execute the Global Support Operational Excellence strategy identifyingregional inconsistencies and process gaps to drive standardization and scalabilityaligned with business priorities and customer outcomes
Evaluate regional best practices and implement scalable global solutions that improve consistency while supporting business needs
Drive continuous improvement initiatives to simplify processes eliminate wasteandimprove productivitythat fostersa culture of accountability innovation and operational excellence
Establish standard operating practices and governance frameworks that enable a predictable and high-performing Support organization
Business Operations & Performance Management
Lead operational planning capacity planning and businessforecasting/pacing activities to improve predictability and ensure achievement of quarterly financial and operational commitments
Develop and monitor key performance indicators scorecards and executive dashboards that provide visibility into operational health customersupportoutcomes financial performance and organizational effectiveness
Analyze operationalSupporttrends and provide recommendations to improve productivity efficiency customer satisfaction and business performance
Drive operational initiatives that improve customersupportexperience strengthen contract renewals protect recurring revenue and support achievement of company financial objectives
Partner with Finance and Support leadership to identify opportunities that improve operational efficiency optimize cost-to-serve and contribute to EBITDA performance
Operational Performance & Partner Management
Drive day-to-day execution of strategic support partners by ensuring strict adherence to established governance frameworksthat ensure customer quality productivity and service delivery objectives are achieved
Partner with TMO to monitorgovernance mechanisms performance reviews and improvement plans that drive accountability transparency and continuous improvement
Manage immediate transaction-level service interruptions and operational gaps implementing corrective measures within the bounds of current standard operating procedures
Serve as an escalation point of support delivery issues to the TMO
Monitor real-time compliance and support delivery metrics establishing standard work that triggers proactive interventions and corrective measures the momentleading indicators signal a decline in operational health
Operations & Organizational Leadership
Lead initiatives that improve operational maturitypartneringwith regional Support leadersto remove barriers and align priorities across the global organization
Identify opportunities to leveragetoolautomation analytics AI-enabled capabilities and technology solutions to improve efficiency and reduce operational complexity
Influence organizational change and adoption of new processes operating models and business practicesthrough strong leadership presence and cross-functional collaboration
Qualifications
15 years of progressive leadership experience in Support Operations Business Operations Operational Excellence Customer Support or related leadership roles within a global technology organization
Bachelors degree in BusinessOperations Management or a related discipline
Significant experience leadinglarge-scale outsourced or third-party support delivery modelsin complex global enterprise environments
Proven expertise invendor governance partner performance management SLA/KPI ownership and outsourced operations leadership
Demonstrated success drivingoperational excellence process improvement and continuous improvement initiativesat scale
Strong analytical problem-solving skills with experience using data and insights to improve support and business outcomes
Experience enabling support transformation throughautomation analytics and AI-enabled capabilities
Demonstrated ability to lead through influence in ahighly matrixed global organization
Strong leadership presence with the ability to drive accountability clarity and operational discipline across internal teams and external partners
Note:
To comply with US immigration and other legal requirements it is necessary to specify the minimum number of years experience required for any role based within the USA. For roles outside of the USA to ensure compliance with applicable legislation the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.
GE Vernova offers a great work environment professional development challenging careers and competitive compensation. GE Vernova is anEqual 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 Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
Required Experience:
Exec
About Company
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