Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; Boston, San Ramon
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 critical 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: The VP – Global Services, Americas, Region Director will work in partnership with existing the Global Services leadership team. You will provide direction for a regional team primarily delivering unique Predix-based solutions. You will manage a regional team to deliver high functioning service implementation models that meet market needs in the Logistics, Manufacturing, Energy and Emerging Vertical markets.
The developed solutions can be existing core capabilities, innovations from core capabilities, or new innovations. These solutions need to be aligned with clients and the teams needs as well as cross functionally aligned with stakeholders such as sales, product teams, support, and training. You will achieve the regions business objectives measured by customer satisfaction, revenue, and billable utilization.
Through effective leadership, ensure the delivery of high quality service and delivery within the Region including the assessment of services opportunities and deployment of a full portfolio of services and/or solution offerings, based on customer need.
Regional customer relationship and escalation management
Work with Global Services practice leaders to ensure delivery of customer outcomes
Partner and collaborate with sales, service, and marketing teams to ensure a cohesive strategy and execution in delivering solutions to customers in the region
Ability to scale execution as needed within region to deliver speed, customer execution and market competitiveness
Provide strategic organizational leadership and direction to ensure the execution of high-quality service and delivery in the region
Partner and collaborate with Sales GMs, Commercial Solutions Leaders, and the Centers of Excellence (CoE) to ensure a cohesive strategy and execution in delivering solutions to customers
Leverage internal relationships with Regional, CoE, and Cross-Functional teams to enhance business performance and customer experiences
Drive continuous improvement, process excellence and productivity within the region
Inspire a ‘one team’ culture and community that connects the broader Digital Global Services team in region and throughout the world
Promote a safe working environment and ensure compliance with applicable EHS policies and procedures
Drive overall customer satisfaction in region, manage major customer escalations and drive best in class customer service excellence throughout the regional implementation organization
Lead the continued evolution of the Global Services implementation organization and the capabilities of the team
Participate in and strengthen the partnership between Sales and Service in order to provide seamless customer service and rapid response and customer satisfaction.
Share and leverage best practices across regions to ensure best-in class, unified approaches and to customer delivery
BA/BS degree in Business, Finance, or related professional field
At least 10 years of related experience
At least 5 years of leadership experience managing teams
GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
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 50%
Must be willing to work out of GE office located in San Ramon, CA; Boston, MA; or other US Locations
Broad and deep technical experience with cloud and emerging technologies, including Outcome-as-a-Service (OaaS), Infrastructure-as-a-Service (IaaS), and/or Platform-as-a-Service (PaaS)
Experience with cloud deployments, software integrations and analytics apps
Demonstrated experience with global software system implementation organizations
Experience leading a large, complex Software Implementation Services Organization
Experience with cloud deployments, software integrations and analytics apps
Demonstrated operational management experience, with track record in developing successful technical, software support organizations
Ability to develop and execute multiple priorities and approaches to meet objectives
Focus on driving customer outcomes to determine success through direct customer interaction and organizing the team for customer impact
Exceptional interpersonal skills– ability to synthesize complex issues and communicate into simple messages for peers, customers and national employee teams
Strong business acumen
Proven ability to influence, energize, develop and drive change through exceptional written and verbal communication skills
Experience leading a P&L with financial responsibilities and providing leadership for all functional services areas including experience handling customer escalations
Strong track record of building a high-performance team; attracting, developing and retaining talent
Demonstrated success in working with customers to resolve complex issues and develop solid business relationships
In-depth knowledge of and experience in the Digital Technologies, IT, Software markets, and GE Digital Software Solutions
Inclusive leadership style with a focus on personal involvement, trust and flexibility
Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
Proven client engagement capability: unrelenting passion and zeal to engage with customers
Passionate about driving change/influence across cross functions and organizational boundaries
Ability to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
MBA or equivalent
Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; Boston, San Ramon
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