Director - Mid-West Sub-Regional Lead, Operations - Americas
Posted 7/26/2017 4:45:52 PM
Job Function:Digital Technology
Business Segment: Digital Technology
Location(s): United States; Michigan, Ohio; Cincinnati, Van Buren
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.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critic all outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
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 Mid-West sub-region leader you will inspire, create and deliver a vision for your sub-region. You will drive the innovation to ensure that technical services and customer support at all GE sites is delivering positive customer experiences. This role will collaborate across all teams to improve GE's employee experience. The key to this role will be challenging the status quo, being passionate about understanding the needs of our customer and creating strong measures focused on outcomes.
You will lead a geographically dispersed organization across your sub-region. You will inspire a customer-obsessed culture by providing continuous leadership, coaching and development for a virtual team of technology domain experts.
Key responsibilities will include:
Drive a customer-obsessed culture amongst your direct and partner teams
Build and develop respected teams and talent to support customer growth and needs
Lead and influence relationship with both internal and external partners
Operational delivery of GE employee services and support across your sub-region, manage on-site teams (employees and service providers) for a consistent employee customer experience – partner for delivery of outcomes via faster problem resolution, elimination of recurring issues and simple self-service
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
Deliver site management technology services, providing a single face to local business leadership and serve as primary escalation point for site-level technology issues
Provide financial transparency for sub-region spend, partnering to delivery financial governance and budgeting, ensure local leadership understands consumption and cost levers, proactively drive customer savings
Plan, build and operate MyTech Lounges (physical and virtual) (GE’s equivalent of the Apple Genius Bar) across the sub-region, continuously innovate the customer support experience and make every touchpoint an opportunity to delight.
Be fanatic about the MyTech Promise (GE’s commitment to all employees): invest in contemporary solutions to keep and exceed our employee commitment, deliver a consumer-grade experience for our workforce
Facilitate client device lifecycle management, optimization and rationalization
Partner with GE Digital’s global product teams to deliver on customer expectations and priorities; ensure sub-region requirements are included in product roadmaps and provide continuous feedback on feature sets
Lead technology deliverables for site facility projects – new buildings, consolidations, upgrades, refreshes, closures
Bachelor's Degree in Information Systems / Technology, Computer Science, Engineering, Business, Marketing or 8 years equivalent experience
Minimum 8 years of progressive experience and demonstrated success in managing technology services in a diverse international environment
5+ years of experience leading multi-disciplinary technical teams and a proven track record delivering mid-high complexity parallel projects with competing priorities
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Must be willing to travel approximately up to 30% of the time
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.
Relevant experience in delivering technology support services and managing end-user interactions
Proven success with driving change in a matrix, boundary-less organization
Relevant experience in a customer-facing environment
Hands-on experience in driving technology transformation
Deep expertise in digital workplace technologies and services
Strong quantitative, analytical and problem resolution skills, detail-oriented
Problem solver; demonstrated ability to deliver highly visible, business outcomes.
Ability to create a culture of customer focus and obsession.
Strong interpersonal, influencing, collaboration, organizational and leadership skills, ability to interact with executive leaders both verbally and in writing.
High level of energy, self-motivation and a strong customer focus.
Exhibits creativity and new ways of thinking when contributing to organizational objectives.
Evangelize end user obsession and horizontal simplification.
Builds a culture of continuous learning and fosters an environment of learning new ways to deliver results. Provides and requests regular feedback to improve self and others.
Influential leadership with the ability to partner, inspire and build consensus
Builds trust across teams through competence, reliability, sincerity and caring
Locations: United States; Michigan, Ohio; Cincinnati, Van Buren
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