Senior Business Operations Director
Posted 8/21/2018 4:56:01 PM
Job Function: Services
Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming
Our new Senior Business Operations Director, Process & Programs will ensure organizational effectiveness by providing project and strategic leadership and oversight to the Customer Success organization for GE Digital. As a key member of the Leadership staff, your role ensures the team is running with the efficiency it should be to deliver on commitments its commitments to GE and its customers.
Develop a project ROI model to test, measure and improve CS margin
Benchmark a sample of projects against Revenue, HC, solutions, regions, execution time to identify best in class project set up with best ROI
Identify, at industry level projects, the common and unique execution areas for simplification opportunities
Determine and establish project type: "Standard/repeatable" and "complex" projects to establish and align global execution models.
Sponsorships and buy-in from Bus/regional leaders + agree on Op rhythm
Lead sprint-type projects to quickly make improvements, build processes, reduce cost
Generate ideas of cost reduction i.e. centralized processes, sub-functional support, partner
engagement for speed and cost
Delegate and assign team members/extended teams to run project execution and status update & feedback
Sponsorships and buy-in from Bus/regional leaders + agree on Op rhythm
Document processes and ownership models for eventual handoff / sustainability
Continuous documentations and training
Feedback loop and improvements needed with partnership with the extended teams.
Collect, document and deploy best practices
Lead both a direct and indirect team to execute work, leveraging both project management and functional expertise within the CS team
Identify opportunities for improvements across the Customer Success organization
Have a consistent view of the overall Delivery and Adoption organizations and look actively for opportunities for synergy and simplification.
Have a deep understanding of the data associated with the business (Project Health, Utilization, Backlog, Cost, Revenue, Case load, Account Health) and the ongoing measurements against Operating Plan.
Demonstrate mastery of the intricacies of interactions and dynamics in global teams. Assure consistent, effective rhythms for collecting data and publishing metrics.
Be an expert in proactively using data, practical knowledge and innovative insights to drive timely decisions, determine appropriate courses of action, and forecast future needs while managing risk and uncertainty for the global team.
Foster a culture of customer focus and drive high performance project execution through continuous engagement.
Navigate through ambiguity, prioritizes conflicting asks and show ability to adapt to changing situations.
Demonstrate strategic level skills in collaborating with different stakeholders, influencing decisions and an ability to take strategic view.
Major personal performance objectives for this role in the first 12 months are:
Prioritize a list of key activities and review with Senior Leadership for approval
Hire and onboard two exemplary program management resources to facilitate speed and efficiency in projects
Create world-class and consistent project governance model
Enable the Customer Success teams in new processes and tools
Bachelor's Degree from an accredited college or university required, preferably within a business or STEM field
A minimum of 5 years' work experience.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Must be willing to travel globally
Program graduate preferred
Experience in business operations within a software company
Experience leading teams
Experience in a commercial leadership function
Experience in consulting; software, and/or early stage companies
Facilitates and coaches Customer Success personnel on quality execution.
Quantifies effectiveness of project execution by gathering data.
Drives accountability and adoption of prescribed corporate systems and standards. Publishes guidance and documentation to promote adoption. Proposes solutions based on research and synthesis; creates and enforces general operational principles that capture the vision and critical concerns of Executive Leadership.
Guides global team to embrace prescribed corporate systems and solutions while participating in the refinement of those systems.
lnstructs others on how to thoroughly analyze data and present findings and recommendations in a way that is easy and simple for key stakeholders to make decisions; links analysis to overall business objectives and strategies.
Can follow processes without assistance. Recognizes variations to the process and works to resolve independently.
Can adapt to gaps or exceptions to the processes and adjust accordingly. Ability to interact with the customer demonstrating expertise and insight, and manage expectations. Identify and report when there is deviation on scope, schedule or budget. Exceeds quality requirements and adapts to ensure standards are met in all situations.
Identifies inefficient processes and suggests models to improve
Appraises and articulates the value of what is most important to the customer and how GE products and/or services can meet those needs.
Goes above and beyond for the customer (internal or external as needed); builds a good customer relationship to best understand customer needs.
Manages project delivery in a quality fashion; obtains satisfactory levels of customer satisfaction.
Addresses all customer concerns/issues in a timely and satisfactory fashion.
Exhibits thorough understanding of customer enterprise as well as interdependencies between departments. Demonstrates ability to interact with influencers, stakeholders, and decision makers as part of a larger customer account plan. Finds ways to access and engage senior customer leadership.
Understands how the business solves the problem in specific domain areas using the technology.
Helps create strategies to identify and understand in depth client needs beyond a cursory level (both known and latent); assists with collection and analysis of customer data.
Proactively identifies and removes project obstacles or barriers on behalf of the team. Navigates accountability in a matrixed organization.
Communicates and demonstrates a shared sense of purpose. Learns from failure.
Establishes & communicates team members' roles in relation to their function and data. Shares knowledge, power and credit, establishing trust, credibility, and goodwill.
Coordinates role responsibilities with that of others to achieve mutual goals. Encourages groups to work together to efficiently resolve problems. Proactively coaches and/or mentor's others to improve their contribution to the team.
Fosters relationship building between team members and those outside the team. Works with others to achieve goals without regard to band/title. Identifies gaps in roles on teams, and is recognized for growing and distributing talent pools across the organization.
Creates meaningful stories and two-way communications that drive behavior. Communicates functional strategy and roadmap with sufficient detail for teams to utilize.
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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.
Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming
GE will only employ those who are legally authorized to work in the United States for this opening.