Global Program Manager, Customer Experience Center

GE HealthCare•Waukesha, WI

12d•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 enterprise portfolio through care pathways, clinical workflows, multimodality solutions, digital and AI capabilities, software, services and lifecycle value. It is a strategic account platform designed to demonstrate GE HealthCare’s value to health systems, rather than a product showroom. The Global Program Manager is the Senior Director’s second-in-command and the CEC’s operational backbone. This founding-team role will translate the CEC operating model into processes, systems, vendor support and budget management. Before opening, the manager will drive launch readiness across design, equipment, content, installation and technology. After opening, the manager will run and improve a program designed to grow from approximately 170 visits annually toward 300. The role will establish standard work, runbooks and governance; implement the Nexus briefing platform and its Salesforce integration; and develop data and reporting to demonstrate the CEC’s commercial value. The manager will work with a founding team of approximately seven at opening, with the team expected to grow to 14 roles at full scale. Regular on-site presence in the Milwaukee/Waukesha area is required. Before opening, from January through September 2027, the manager will coordinate the integrated launch schedule and readiness gates, establish the customer visit lifecycle and operating processes, implement systems and measurement, and manage vendors and budget. From September 2027 onward, the focus will shift to reliable day-to-day operations, performance reporting, continuous improvement and preparing the model to scale to additional centers and regions. Success will be measured by opening readiness, operational excellence, complete visit data and reporting, and financial discipline. The position requires a bachelor’s degree and at least seven years of program or operations management experience. Healthcare industry experience, hands-on briefing-platform and Salesforce experience, facility or program launches, creative agency or digital production experience, global events and vendor oversight, and PMP or change management certification are preferred. The role is not eligible for employment visa sponsorship. The annual U.S. pay range is $100,000–$150,000, with potential performance-based incentive compensation. Relocation assistance is not provided.

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.
Proven 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.
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.

Nice To Haves

Experience with large-scale events, visitor programs or briefing centers.
Healthcare industry experience, such as 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.
Experience with 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, and track and close punch-list items.
Manage change requests and scope control, assessing impacts to schedule and cost.
Document standard work, checklists, service levels and runbooks for each visit type and service tier across the briefing lifecycle.
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 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 recorded 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 and forecasts; control spending 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 operating model to scale to additional centers and regions.
Plan and host customer engagements as needed, coach sales leads on visit strategy, and write 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, including cash bonuses and/or long-term incentives
Professional development