Quality Leader – Customer Recovery & Communication Excellence

🔥 3 hours ago

🇺🇸 United States – Remote

💵 $107.6k - $179.2k / year

⏰ Full Time

🟠 Senior

🗣️ Communications

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GE Vernova

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

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

• Develop enterprise-wide customer recovery playbooks categorized by severity, impact, and situation type • Define escalation pathways, rapid response protocols, decision rights, and governance milestones for high-stakes events • Establish standards for timely, transparent, fact-based customer communications, containment messaging, and recovery commitments • Author executive updates, customer-facing letters, post-incident review templates, and formal closure communications • Partner with GE Vernova businesses to coach teams and strengthen customer-facing recovery and communication capabilities • Track and measure communication timeliness, quality, consistency, and correlation to customer confidence and satisfaction • Define and elevate GE Vernova’s enterprise response when customers experience significant issues • Build trust through speed, transparency, ownership, and disciplined follow-through

🎯 Requirements

• Bachelor’s degree from an accredited university or college • Minimum of 8 years of professional experience in lean and quality roles • Professional background in customer quality, field services, operations, commercial management, corporate communications, or large-scale program leadership • Demonstrated success managing complex, high-visibility customer situations or technical/commercial escalations • Exceptional written, verbal, and executive-level communication skills • Proven ability to translate complex technical facts into clear, credible, and reassuring customer messages • Experience supporting strategic, tier-one, or executive-level customers • Proven track record in crisis management, issue resolution, or high-stakes stakeholder communications • Customer advocacy and service-recovery mindset • Ability to operate calmly, decisively, and empathetically under intense pressure • Legally authorized to work in the United States • Successful completion of a drug screen, as applicable

🏖️ Benefits

• Discretionary annual bonus • Medical, dental, vision, and prescription drug coverage • Health Coach from GE Vernova, a 24/7 nurse-based resource • Employee Assistance Program with 24/7 confidential assessment, counseling, and referral services • GE Vernova Retirement Savings Plan • Tax-advantaged 401(k) savings opportunity with company matching contributions • Company retirement contributions • Fidelity resources and financial planning consultants • Tuition assistance • Adoption assistance • Paid parental leave • Disability benefits • Life insurance • 12 paid holidays • Permissive time off • Professional development opportunities • Relocation assistance is not provided

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