Senior Director, Global Support Operations & Operational Excellence
GE VernovaAbout the role
Job Description Summary
The Senior Director, Global Support Operations & Operational Excellence partners with the Vice President of Support and the global Support leadership team to drive operational consistency, scalability, and predictable execution across the organization.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.
Job Description
Key Responsibilities
Operational Excellence & Global Operating Model
Partner with Support leadership to define and execute the Global Support Operational Excellence strategy, identifying regional inconsistencies and process gaps to drive standardization and scalability aligned 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 waste, and improve productivity that fosters a 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 business forecasting/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, customer support outcomes, financial performance, and organizational effectiveness
Analyze operational Support trends and provide recommendations to improve productivity, efficiency, customer satisfaction, and business performance
Drive operational initiatives that improve customer support experience, 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 frameworks that ensure customer, quality, productivity, and service delivery objectives are achieved
Partner with TMO to monitor governance 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
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