Principal Project Manager – Connected Services & AI Innovation

GE Appliances•Louisville, KY

10d•Onsite

About The Position

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities . Interested in joining us on our journey? GE Appliances’ Advanced Service Operations team is seeking a dynamic program leader to drive AI-enabled business improvement across Connected Home and Service operations. This role focuses on experimenting with and implementing AI solutions that enhance customer satisfaction, productivity, and operational insights. The Principal Program Manager – Connected Service & AI Innovation will lead cross-functional initiatives that pilot and scale AI-driven processes to elevate the ownership experience and strengthen service execution. The ideal candidate is curious, tech-proficient, and business-minded — someone who can translate emerging technologies into practical improvements without needing to be a deep technical expert. Location: Appliance Park - Louisville, KY

Requirements

7+ years of experience in program management, service operations, or process improvement.
Strong program/project management experience leading cross-functional initiatives.
Demonstrated ability to identify and apply emerging technologies to improve business outcomes.
Strong analytical, problem-solving, and execution skills.
Excellent communication skills with the ability to translate complex concepts for diverse audiences.
Comfort working in rapid-test environments and leveraging AI tools to improve team performance.
Bachelor’s degree in a technical field (Engineering or Information Technology preferred).
Experience applying data-driven or AI-assisted solutions in business operations.
Working knowledge of connected devices or smart product ecosystems.
Lean/Six Sigma certification preferred.

Nice To Haves

Hands-on experience experimenting with or implementing AI tools in operational or business settings.
Background in service, connected product, consumer operations, or related fields.
Familiarity with analytics and visualization tools (Tableau, Power BI, etc.).
Strong collaboration, influence, and stakeholder-management skills across functions and leadership levels.

Responsibilities

Scope, lead, and scale AI-enabled initiatives that drive productivity, customer satisfaction, and operational insights across Service, Quality, and Connected Home operations.
Identify and pilot opportunities to apply AI, ML, and automation to streamline decision-making, enhance efficiency, and deliver measurable business outcomes.
Lead high-impact initiatives, including: AI-powered parts prediction and intelligent scheduling to improve First-Time Complete (FTC) rates by ensuring predicted parts are identified and ordered during service call scheduling. Continuous improvement and model refinement, including follow-up monitoring, feedback loops, and service performance tracking. Early detection of connected product quality issues and delivery of proactive consumer alerts via digital channels (SmartHQ app, email).
Build organizational capability by increasing AI literacy, training teams on effective use of AI tools, and fostering a culture of experimentation and continuous improvement.
Partner cross-functionally with IoT, Product Management, Technology, Digital Technology, and Bodewell Factory Service teams to integrate AI-enabled capabilities into daily operations.
Lead efforts using automation, analytics, and process optimization to elevate service quality, efficiency, and customer experience.
Apply Lean and Six Sigma methodologies to identify, reduce, and eliminate operational waste and variability.
Partner with Analytics, DT, and Data Governance teams to connect data sources, develop dashboards, and monitor performance metrics.
Translate complex operational insights into clear, actionable recommendations that drive measurable results.
Lead service planning and execution for product safety recalls, quality programs, and key settlements.
Collaborate across Product Management, Legal, Technology, and Finance to define scope, timing, cost, and go-to-market strategies.
Manage cross-functional execution and vendor relationships, driving efficiency, compliance, and service-level improvements.
Provide senior leadership updates, data-driven insights, and escalation support.