Senior Director, Global Support Operations & Operational Excellence
GE VernovaJob 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 ResponsibilitiesĀ
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Operational Excellence & Global Operating ModelĀ
Partner with Support leadership to define and execute the Global Support Operational Excellence strategy, identifyingĀ regional inconsistencies and process gaps to drive standardization and scalabilityĀ aligned with business priorities and customer outcomesĀ
Evaluate regional best practices and implement scalable global solutions that improve consistency while supporting business needsĀ
Drive continuous improvement initiatives to simplify processes, eliminate waste,Ā andĀ improve productivityĀ that fostersĀ a culture of accountability, innovation, and operational excellenceĀ
Establish standard operating practices and governance frameworks that enable a predictable and high-performing Support organizationĀ
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Business Operations & Performance ManagementĀ
Lead operational planning, capacity planning, and businessĀ forecasting/pacing activities to improve predictability and ensure achievement of quarterly financial and operational commitmentsĀ
Develop and monitor key performance indicators, scorecards, and executive dashboards that provide visibility into operational health, customerĀ supportĀ outcomes, financial performance, and organizational effectivenessĀ
Analyze operationalĀ SupportĀ trends and provide recommendations to improve productivity, efficiency, customer satisfaction, and business performanceĀ
Drive operational initiatives that improve customerĀ supportĀ experience, strengthen contract renewals, protect recurring revenue, and support achievement of company financial objectivesĀ
Partner with Finance and Support leadership to identify opportunities that improve operational efficiency, optimize cost-to-serve, and contribute to EBITDA performanceĀ
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Operational Performance & Partner ManagementĀ
Drive day-to-day execution of strategic support partners by ensuring strict adherence to established governance frameworksĀ that ensure customer, quality, productivity, and service delivery objectives are achievedĀ
Partner with TMO to monitorĀ governance mechanisms, performance reviews, and improvement plans that drive accountability, transparency, and continuous improvementĀ
Manage immediate, transaction-level service interruptions and operational gaps, implementing corrective measures within the bounds of current standard operating proceduresĀ
Serve as an escalation point of support delivery issues to the TMOĀ
Monitor real-time compliance and support delivery metrics, establishing standard work that triggers proactive interventions and corrective measures the momentĀ leading indicators signal a decline in operational healthĀ
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Operations & Organizational LeadershipĀ
Lead initiatives that improve operational maturity,Ā partneringĀ with regional Support leadersĀ to remove barriers and align priorities across the global organizationĀ
Identify opportunities to leverageĀ toolĀ automation, analytics, AI-enabled capabilities, and technology solutions to improve efficiency and reduce operational complexityĀ
Influence organizational change and adoption of new processes, operating models, and business practicesĀ through strong leadership presence and cross-functional collaborationĀ
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QualificationsĀ
15+ years of progressive leadership experience in Support Operations, Business Operations, Operational Excellence, Customer Support, or related leadership roles within a global technology organizationĀ
Bachelorās degree in Business,Ā Operations Management, or a related disciplineĀ
Significant experience leadingāÆlarge-scale outsourced or third-party support delivery modelsāÆin complex global enterprise environmentsĀ
Proven expertise ināÆvendor governance, partner performance management, SLA/KPI ownership, and outsourced operations leadershipĀ
Demonstrated success drivingāÆoperational excellence, process improvement, and continuous improvement initiativesāÆat scaleĀ
Strong analytical problem-solving skills, with experience using data and insights to improve support and business outcomesĀ
Experience enabling support transformation throughāÆautomation, analytics, and AI-enabled capabilitiesĀ
Demonstrated ability to lead through influence in aāÆhighly matrixed, global organizationĀ
Strong leadership presence with the ability to drive accountability, clarity, and operational discipline across internal teams and external partnersĀ
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 anĀ 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
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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 candidateās experience, education, and skill set.Ā
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Bonus eligibility: discretionary annual bonus.Ā
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This posting is expected to remain open for at least seven days after it was posted on July 27, 2026.Ā
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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.Ā
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GE Vernova Inc. or its affiliates (collectively or individually, āGE Vernovaā) 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.