- Location
- Remote, United States of America · West Melbourne · Remote
- Workplace
- Hybrid, Remote
- Type
- Full-time
- Department
- Operations
- Seniority
- Senior
- Visa
- Not sponsored
- Closing date
- Today
- Source
- Workday
Description
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
Serve as an escalation point of support delivery issues to the TMO
Monitor real-time compliance and support delivery metrics, establishing standard work that triggers proactive interventions and corrective measures the moment leading indicators signal a decline in operational health
Operations & Organizational Leadership
Lead initiatives that improve operational maturity, partnering with regional Support leaders to remove barriers and align priorities across the global organization
Identify opportunities to leverage tool automation, analytics, AI-enabled capabilities, and technology solutions to improve efficiency and reduce operational complexity
Influence organizational change and adoption of new processes, operating models, and business practices through strong leadership presence and cross-functional collaboration
Qualifications
15+ years of progressive leadership experience in Support Operations, Business Operations, Operational Excellence, Customer Support, or related leadership roles within a global technology organization
Bachelor’s degree in Business, Operations Management, or a related discipline
Significant experience leading large-scale outsourced or third-party support delivery models in complex global enterprise environments
Proven expertise in vendor governance, partner performance management, SLA/KPI ownership, and outsourced operations leadership
Demonstrated success driving operational excellence, process improvement, and continuous improvement initiatives at scale
Strong analytical problem-solving skills, with experience using data and insights to improve support and business outcomes
Experience enabling support transformation through automation, analytics, and AI-enabled capabilities
Demonstrated ability to lead through influence in a highly matrixed, global organization
Strong leadership presence with the ability to drive accountability, clarity, and operational discipline across internal teams and external partners
Note:
To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.
Additional Information
GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova 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.
GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
For candidates applying to a U.S. based position, the pay range for this position is between $165,600.00 and $248,400.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.
Bonus eligibility: discretionary annual bonus.
This posting is expected to remain open for at least seven days after it was posted on July 27, 2026.
Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.
GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.
