Global Program Manager, Customer Experience Center

GE HealthCare•Waukesha, WI

13d•$100,000 - $150,000•Onsite

About The Position

GE HealthCare is creating a 30,000-square-foot Customer Experience Center (CEC) flagship at its Waukesha campus, targeted to open in September 2027. The CEC will showcase the company’s enterprise portfolio through care pathways, clinical workflows, multimodality solutions, digital and AI capabilities, software, services, and lifecycle value. It is intended as a strategic account platform for health system leaders, rather than a product showroom. The Global Program Manager is the Senior Director’s second-in-command and the CEC’s operational lead. The role turns the CEC operating model into practice by establishing visit processes, systems, vendor support, and budget controls. Before opening, the manager drives launch readiness across design, equipment, content, installation, and technology. After opening, the manager runs the program and supports growth from approximately 170 visits per year toward 300. This is a build role focused on creating standard work, runbooks, governance, and measurement. The manager will implement the Nexus briefing platform and its Salesforce integration, and develop data and reporting that demonstrate the CEC’s commercial value. The role works closely with the Briefing Manager, Operations Manager, Content Strategy & Governance Manager, and partners across Sales and Strategic Accounts, marketing, facilities, IT/AV, Digital and MarTech, Finance, Procurement, Legal/Compliance, and external agencies and vendors. During the pre-opening phase from January through September 2027, the manager will coordinate launch readiness and establish processes, tools, vendors, and readiness gates. Following opening, the role shifts to reliable day-to-day operations, performance reporting, continuous improvement, and preparing the operating model to scale to additional centers and regions. The position requires regular on-site presence in the Milwaukee/Waukesha area. For U.S.-based positions, the annual pay range is $100,000–$150,000. The position may also be eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives. GE HealthCare offers medical, dental, and vision coverage, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement. Relocation assistance is not provided. GE HealthCare will not sponsor employment visas for this opening.

Requirements

Bachelor’s degree in Business, Project Management, Events, Healthcare Management, or a related field.
At least 7 years of program or operations management experience.
Experience managing vendors, budgets, purchase orders, and invoices at scale.
Ability to lead complex cross-functional programs, establish processes, runbooks, and governance, and align diverse or competing stakeholder priorities around a shared vision.
Familiarity with compliance workflows in regulated industries; medical device or healthcare experience is preferred in the posting’s required qualifications.
Excellent written and verbal communication skills.
Experience building and managing data and dashboards to measure program and project health, performance, and outcomes.
Ability to partner effectively with Sales to advance commercial priorities and positively influence revenue.
Willingness to be based in the Milwaukee/Waukesha area with regular on-site presence.
Legal authorization to work in the United States; employment visa sponsorship is not available.
Successful completion of a drug screen, if applicable.

Nice To Haves

Experience with large-scale events, visitor programs, or briefing centers.
Healthcare industry experience, including medical devices, imaging, or diagnostics.
Hands-on experience with briefing management platforms and Salesforce, including reporting and integrations.
Experience opening a new facility or launching a new customer-facing program.
Experience working with creative agencies and digital/CMS production teams, global events, and multinational vendor oversight.
PMP or change management certification.

Responsibilities

Own the integrated master schedule across design, equipment, content, installation, and go-live readiness; maintain the risk register, decision log, and escalation paths.
Run launch readiness checkpoints, go/no-go reviews, soft launches, and dry-run visits; track and close punch-list items.
Manage change requests and scope control, assessing their impact on schedule and cost.
Document the CEC briefing lifecycle as standard work, checklists, service levels, and runbooks for each visit type and service tier.
Standardize processes for customer visits, internal meetings, and events, including travel, registration, AV, catering, billing, and visitor logistics.
Define visit compliance workflows with Legal and Compliance, including Transfer of Value documentation, NDAs, photography, and audit requirements.
Implement, enforce, and standardize the Nexus briefing management platform; scope and deliver enhancements for intake, agendas, speaker and SME coordination, and calendars.
Lead the Nexus–Salesforce integration so visits, attendees, and outcomes are captured against opportunities.
Build dashboards for visit volume, customer satisfaction, influenced pipeline and revenue, win rate, utilization, and cost per visit.
Lead vendor selection, contracting, and negotiation for AV, catering, event services, and operations; establish and monitor SLAs, including AV maintenance.
Manage budgets, purchase orders, invoice approvals, forecasts, and cost tracking; control spend through procurement practices and minimizing change orders.
Run day-to-day program operations, calendar and capacity planning, vendor performance, and budget after opening.
Report CEC performance and commercial contribution monthly and quarterly, using data to improve processes and guide investment.
Continuously improve visit processes and tools as volume grows, and prepare the model to scale to additional centers and regions.
Plan and host customer engagements as needed, coach sales leads on visit strategy, and write copy for event communications and printed materials.
Comply with GE HealthCare’s Quality Manual, Quality Management System, and applicable regulatory requirements; complete required training and proactively identify, document, and report quality or compliance concerns.

Benefits

Medical insurance
Dental insurance
Vision insurance
Paid time off
401(k) plan with employee and company contribution opportunities
Life insurance
Disability insurance
Accident insurance
Tuition reimbursement
Potential performance-based incentive compensation, which may include cash bonuses and/or long-term incentives
Professional development