Senior Director, Global Support Operations & Operational Excellence

GE Vernova • West Melbourne, FL

4d • Remote

About The Position

The Senior Director, Global Support Operations & Operational Excellence partners with the Vice President of Support and the global Support leadership team to drive operational consistency, scalability, and predictable execution across the organization. This leader is responsible for establishing a streamlined global operating model by identifying operational gaps, standardizing best practices, simplifying processes, and implementing governance disciplines that enable a dependable, customer-focused Support organization. Through operational excellence, business performance management, and strategic partner tactical performance oversight, this role improves operational effectiveness, strengthens customer outcomes, protects recurring revenue, and enables achievement of business objectives.

Requirements

• 15+ years of progressive leadership experience in Support Operations, Business Operations, Operational Excellence, Customer Support, or related leadership roles within a global technology organization.
• Bachelor’s degree in Business, Operations Management, or a related discipline.
• Significant experience leading large-scale outsourced or third-party support delivery models in complex global enterprise environments.
• Proven expertise in vendor governance, partner performance management, SLA/KPI ownership, and outsourced operations leadership.
• Demonstrated success driving operational excellence, process improvement, and continuous improvement initiatives at scale.
• Strong analytical problem-solving skills, with experience using data and insights to improve support and business outcomes.
• Experience enabling support transformation through automation, analytics, and AI-enabled capabilities.
• Demonstrated ability to lead through influence in a highly matrixed, global organization.
• Strong leadership presence with the ability to drive accountability, clarity, and operational discipline across internal teams and external partners.

Responsibilities

• Partner with Support leadership to define and execute the Global Support Operational Excellence strategy, identifying regional inconsistencies and process gaps to drive standardization and scalability aligned with business priorities and customer outcomes.
• Evaluate regional best practices and implement scalable global solutions that improve consistency while supporting business needs.
• Drive continuous improvement initiatives to simplify processes, eliminate waste, and improve productivity that fosters a culture of accountability, innovation, and operational excellence.
• Establish standard operating practices and governance frameworks that enable a predictable and high-performing Support organization.
• Lead operational planning, capacity planning, and business forecasting/pacing activities to improve predictability and ensure achievement of quarterly financial and operational commitments.
• Develop and monitor key performance indicators, scorecards, and executive dashboards that provide visibility into operational health, customer support outcomes, financial performance, and organizational effectiveness.
• Analyze operational Support trends and provide recommendations to improve productivity, efficiency, customer satisfaction, and business performance.
• Drive operational initiatives that improve customer support experience, strengthen contract renewals, protect recurring revenue, and support achievement of company financial objectives.
• Partner with Finance and Support leadership to identify opportunities that improve operational efficiency, optimize cost-to-serve, and contribute to EBITDA performance.
• Drive day-to-day execution of strategic support partners by ensuring strict adherence to established governance frameworks that ensure customer, quality, productivity, and service delivery objectives are achieved.
• Partner with TMO to monitor governance mechanisms, performance reviews, and improvement plans that drive accountability, transparency, and continuous improvement.
• Manage immediate, transaction-level service interruptions and operational gaps, implementing corrective measures within the bounds of current standard operating procedures.
• Serve as an escalation point of support delivery issues to the TMO.
• Monitor real-time compliance and support delivery metrics, establishing standard work that triggers proactive interventions and corrective measures the moment leading indicators signal a decline in operational health.
• Lead initiatives that improve operational maturity, partnering with regional Support leaders to remove barriers and align priorities across the global organization.
• Identify opportunities to leverage tool automation, analytics, AI-enabled capabilities, and technology solutions to improve efficiency and reduce operational complexity.
• Influence organizational change and adoption of new processes, operating models, and business practices through strong leadership presence and cross-functional collaboration.

Benefits

• medical, dental, vision, and prescription drug coverage
• access to Health Coach from GE Vernova, a 24/7 nurse-based resource
• access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
• GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
• access to Fidelity resources and financial planning consultants
• tuition assistance
• adoption assistance
• paid parental leave
• disability benefits
• life insurance
• 12 paid holidays
• permissive time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior