Operations Lead, Customer Technical Support

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GE Vernova

WebsiteLinkedInAll Job Openings

10,000+ employees

⚡ Energy

🚀 Aerospace

🤖 Artificial Intelligence

Energy • Aerospace • Artificial Intelligence

GE Vernova is a leader in the energy sector with over 130 years of experience, dedicated to electrifying the world while decarbonizing it. The company offers a broad portfolio of energy solutions including gas, hydro, nuclear, and wind power technologies, aimed at providing reliable, affordable, and sustainable energy. With a strong focus on innovation, GE Vernova plays a significant role in reducing the carbon footprint of global power systems and supports the transition to net-zero emissions by 2030.

📋 Description

• Document, standardize, and continuously improve case management workflows across PAC, CIC, and M&D product lines • Identify process gaps, redundancies, and friction points across the support lifecycle and drive resolution • Develop and maintain standard operating procedures (SOPs) and operational playbooks • Lead process harmonization efforts across product lines where feasible • Own the design and formalization of NAM Tech Support KPI reporting across daily, monthly, and quarterly cadences • Build and maintain dashboards covering case volume and trends, SLA and response time compliance, call data, CSAT survey results, and cost metrics • Consolidate data from multiple systems — Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot — into coherent, leadership-ready reporting • Transition the function away from manual, inconsistent data pulls toward structured and repeatable reporting infrastructure • Serve as the NAM operational point of contact for Tech Support systems including Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot • Monitor system performance, identify issues, and quarterback resolution in coordination with IT and global system owners • Partner with the global IT and systems owner to represent NAM Tech Support requirements in system improvements and configurations • Act as the primary operational liaison between Customer Technical Support and adjacent functions including IT, HR, Finance, Supply Chain, Inside Sales, and Field Service • Represent Tech Support operational needs in cross-functional discussions and projects • Support the NAM Tech Support Senior Leader in preparing business cases, operational reviews, and leadership reporting • Own the Tech Support NAM knowledge base — maintaining, organizing, and governing operational documentation • Develop and maintain onboarding materials for new Tech Support team members across all product lines • Ensure process documentation remains current as workflows, tools, and team structures evolve

🎯 Requirements

• Bachelor's degree in Business, Operations, or a related field (or equivalent combination of education and work experience) • Minimum of 5 years of experience in an operations, process, or data coordination role within a technical support or services environment • Strong data and reporting skills — able to extract, synthesize, and present operational data from multiple systems • Clear and professional written and verbal communication skills, including comfort presenting to leadership • Proficiency with Microsoft Office suite • Experience with Salesforce reporting and queue management • Familiarity with SAP in an operational or reporting capacity • Experience with contact center platforms such as AWS Connect or equivalent • Deep familiarity with GE Vernova Grid Automation products, systems, and customer support operating environment • Proven ability to work across functions and influence without authority • Process-oriented mindset with the ability to build structure in ambiguous environments • Strong problem-solving skills with the ability to work efficiently and independently • Proactive approach to identifying gaps and driving operational improvements • Flexible and adaptable; able to navigate change and shifting priorities • Ability to work collaboratively across teams while taking ownership of individual deliverables

🏖️ Benefits

• Relocation Assistance Provided: No • Remote position