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Director Operations Northeast & Canada

  • GE Digital
  • Experienced
  • Posted 1/3/2018 11:50:00 AM
  • 3042886
  • Job Function: Digital Technology
  • Business Segment: Digital Technology
Location(s): United States; Rhode Island; Providence


About Us:

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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 offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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.

Role Summary:
As Northeast & Canada leader, you will drive the innovation to ensure that technical services and customer support at all GE sites is delivering positive customer experiences. The key to this role will be challenging the status quo, being passionate about understanding the needs of our customer and creating strong metrics focused on outcomes.

Essential Responsibilities:

In this role, you will:

  • Drive a customer-obsessed culture amongst your direct and partner teams
  • Own local NPS (net promoter score) for all sites, driving action plans to measurably improve customer satisfaction metrics and engagement, develop and maintain a customer-obsessed mindset.
  • Improve the operational systems, processes and policies in support of organizations mission -specifically, support better management reporting, information flow and management, business process and organizational planning.
  • Increase the effectiveness and efficiency as well as coordination and communication between functions.
  • Proactively identify and resolve issues and make recommendations for improvements to existing processes.
  • Build and lead a geographically dispersed team to establish an integrated plan to deliver team commitments
  • Lead and operate MyTech Lounges (GE’s equivalent of the Apple Genius Bar) across the subregion, continuously innovate the customer support experience and make every touchpoint an opportunity to delight
  • Facilitate client device lifecycle management, optimization and rationalization
  • Proactively provide oversight and direction for the technology in all GE sites in your sub-region, including end user interactions, infrastructure needs, facility partnerships, etc.
  • Establishes governance structure that identifies key performance indicators, sets milestones, and establishes a reporting cadence.
  • Tracks and monitors program status and metrics to ensure milestones are met, and internal and external delivery commitments are met.
  • Ensures ongoing communication of progress against program objectives.

    Qualifications/Requirements:

    Basic Qualifications:

  • Bachelor’s Degree in Computer Science, “STEM” Majors (Science, Technology, Engineering and Math), Business or Marketing.
  • A minimum of 10+ years of experience along with established leadership across the discipline and function.


    Eligibility Requirements:

  • 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.
  • Must be willing to travel 30%.
  • Must be willing to work out of an office located in Providence, RI.

    Desired Characteristics:

    Technical Expertise:

  • Relevant experience in delivering technology support services and managing end-user interactions
  • Experience using Confluence, Rally, or AHA a plus.

    Business Acumen:

  • Strong business analysis and problem solving skills
  • Knowledge of business and financial principles and practices.
  • Working knowledge of budgets, forecasting and metrics.
  • Demonstrated experience leading and influencing across a complex, global matrix organization.
  • Effectively manages risk and uncertainty for self and team.
  • Ability to decompose problems and make decisions when problems or solutions are not 100% defined
  • Evaluates products & processes to assure compliance.
  • Measures the impact of trends (cyclical or a shift) and takes action.

    Leadership:

  • Demonstrated experience leading and influencing across a complex, global matrix organization.
  • Ability to work with cross-functional teams to help build effective processes.
  • Proven success with driving change in a matrix, boundary-less organization.
  • Proactively identifies and removes project obstacles or barriers on behalf of the team.
  • Hands-on experience in driving technology transformation.


    Personal Attributes:

  • Excellent written and oral communication skills and the ability to interface with senior leadership with confidence and clarity
  • Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
  • Influences and energizes others toward the common 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
  • Commitment, Perseverance, Passion

    #DTR

    Locations: United States; Rhode Island; Providence

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE 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 will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.


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