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Director - Digital Operations - Customer Care

  • GE Oil & Gas
  • Experienced
  • Posted 1/23/2017 5:26:20 PM
  • 2821934
  • Job Function: Digital Technology
  • Business Segment: Oil & Gas Digital Solutions
Location(s): United States ; California, Colorado; Longmont, San Ramon


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.

Role Summary:
The Director of customer support will lead a team of Client support analysts to quickly address and resolve client requests and issues. They will work closely with the Director of customer support to deliver quality services and products to clients. They will help define, implement, and support the strategic vision of the business and department.

Essential Responsibilities:
  • Develop and maintain a strong understanding of the Predix platform and the Oil and Gas specific software that is supported on it.
  • Grow and develop a team of Customer support analysts who work to efficiently and effectively resolve client issues and requests.
  • Build a team of Customer Support analysts who exhibit the customer-centric values in their everyday contact with clients and internal colleagues.
  • Identify areas for improvement within the Support team and across cross functional departments; lead the effort to implement those improvements through collaboration, strategic planning, and influence.
  • Work with leadership team to identify, communicate and provide ongoing support of clear leadership vision and objectives, ensuring they are fully understood by all of the Customer support analysts.
  • Ensure a library of support KPIs to measure customer support analyst performance and customer happiness
  • Work with our customer success team to ensure “happy customers”
  • Provides management-level direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs.
  • Works with internal team members to identify opportunities to build efficiencies within the organization.

    Qualifications/Requirements:

    Basic Qualifications

  • 10+ years of software support experience
  • 5+ years in a leadership role

    Eligibility Requirements

  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
  • Ability and willingness to travel, as required.
  • College degree
  • 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

    Desired Characteristics:
    Desired Characteristics
  • Passionate about driving customer satisfaction and experience
  • Ability to work effectively in a matrix organization
  • Strong organizational and time management skills
  • People management and influence management
  • Strong sense of urgency, ownership and accountability to drive tasks through completion.
  • High level of organization and planning skills, ability to work plans and the diligence to follow and monitor the plans through execution and completion.
  • Ability to work in a fast paced, non-linear environment.
  • Excellent written and verbal communication skills needed to work effectively with internal team members.
  • Willingness to identify new business efficiencies and opportunities
  • Sense of humor

    #DTR

    Locations: United States ; California, Colorado; Longmont, San Ramon

    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.

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