Operations Lead, Customer Technical Support

GE Vernova

6d•Remote

About The Position

The NAM Customer Technical Support Operations Lead owns the operational infrastructure of the Grid Automation NAM Customer Technical Support function across PAC, CIC, and M&D product lines. This role is responsible for process design and standardization, KPI reporting, systems coordination, and cross-functional liaison activity spanning Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot. Reporting directly to the NAM Tech Support Leader, the Operations Lead translates operational data into leadership-ready insight, drives process consistency across the function, and ensures technical support teams have the structure and tools needed to perform effectively. We are seeking a process-driven, analytically minded Operations Lead to join our Grid Automation NAM Customer Technical Support team. This position owns the operational infrastructure of the NAM Customer Technical Support function across PAC, CIC, and M&D product lines. This role serves as the operational backbone of the NAM Tech Support organization — owning process design, KPI reporting, systems coordination, and cross-functional liaison responsibilities. The Operations Lead translates operational data into leadership insight, drives process discipline and consistency across the function, and ensures that technical support teams have the structure, tools, and information they need to perform effectively. Reporting directly to the NAM Tech Support Leader, this is a high-visibility individual contributor role with broad cross-functional reach.

Requirements

Bachelor's degree in Business, Operations, or a related field (or equivalent combination of education and work experience)
Minimum of 5 years of experience in an operations, process, or data coordination role within a technical support or services environment

Nice To Haves

Strong data and reporting skills — able to extract, synthesize, and present operational data from multiple systems
Clear and professional written and verbal communication skills, including comfort presenting to leadership
Proficiency with Microsoft Office suite
Experience with Salesforce reporting and queue management
Familiarity with SAP in an operational or reporting capacity
Experience with contact center platforms such as AWS Connect or equivalent
Deep familiarity with GE Vernova Grid Automation products, systems, and customer support operating environment
Proven ability to work across functions and influence without authority
Process-oriented mindset with the ability to build structure in ambiguous environments
Strong problem-solving skills with the ability to work efficiently and independently
Proactive approach to identifying gaps and driving operational improvements
Flexible and adaptable; able to navigate change and shifting priorities
Ability to work collaboratively across teams while taking ownership of individual deliverables

Responsibilities

Document, standardize, and continuously improve case management workflows across PAC, CIC, and M&D product lines
Identify process gaps, redundancies, and friction points across the support lifecycle and drive resolution
Develop and maintain standard operating procedures (SOPs) and operational playbooks
Lead process harmonization efforts across product lines where feasible
Own the design and formalization of NAM Tech Support KPI reporting across daily, monthly, and quarterly cadences
Build and maintain dashboards covering case volume and trends, SLA and response time compliance, call data, CSAT survey results, and cost metrics
Consolidate data from multiple systems — Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot — into coherent, leadership-ready reporting
Transition the function away from manual, inconsistent data pulls toward structured and repeatable reporting infrastructure
Serve as the NAM operational point of contact for Tech Support systems including Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot
Monitor system performance, identify issues, and quarterback resolution in coordination with IT and global system owners
Partner with the global IT and systems owner to represent NAM Tech Support requirements in system improvements and configurations
Act as the primary operational liaison between Customer Technical Support and adjacent functions including IT, HR, Finance, Supply Chain, Inside Sales, and Field Service
Represent Tech Support operational needs in cross-functional discussions and projects
Support the NAM Tech Support Senior Leader in preparing business cases, operational reviews, and leadership reporting
Own the Tech Support NAM knowledge base — maintaining, organizing, and governing operational documentation
Develop and maintain onboarding materials for new Tech Support team members across all product lines
Ensure process documentation remains current as workflows, tools, and team structures evolve