Head of Customer Success Global COE

San Ramon, CA posted on November 3

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Role Summary/Purpose

GE Power Digital Customer Success Organization is dedicated to developing and leveraging world-class, process, procedures, and policies throughout business operations. The Head of Global COE is responsible for building a team of process, practice and digital experts throughout the world who will research, develop and implement best in class methodologies in their area of expertise.

Essential Responsibilities

In addition, the Head of Global COE will be responsible for
building out Global Delivery Centers of Excellence, staffed with expertise
germane to specific regions and world.

The Head of Global COE will provide governance and
operational guidance as it relates to the execution of the end-to-end planning
process, practices and technology, including the adherence to global planning
tools and models. The position will be responsible for supporting all Worldwide
Businesses, Regions, and Global Functions.

In this role you will:

Global Process Leadership

  • Owns the integrity of the process design, its standards of
    performance and improvement.
  • Ensures consistent application and compliance to process
  • Collaborates with other Global Process Leaders,
    understanding end to end integrated processes and how to drive business value.
  • Drives gap analysis and develops improvement plans
    (respective to process, people & technology)
  • Establishes and facilitates Global Process Council meetings,
    providing strategic guidance as it pertains to decisions on business process
  • Accountable for maintaining up to date documentation of
    process design

Global COE Leadership

  • Oversees planning, budgeting, forecasting and financial
    analysis activities in the COE
  • Responsible for hiring, training and mentoring COE staff,
    including the ability to attract and retain high caliber employees

Global Business Partnership

  • Establishes and oversees adherence to service level
    agreements between the COE and other supported functions
  • Ensures that Global, Regional and business needs are
    recognized, prioritized, and supported
  • Identify risks and opportunities and provide recommendations
    for corrective action.
  • Oversee and review the analysis, commentary and presentation
    material for monthly, quarterly and annual business review meetings with
    Corporate, P&Ls and Regions.


Basic Qualifications:

  • Master's degree or equivalent preferably in business informatics or economics.

Eligibility Requirements:

  • Legal authorization to work in the United States or France
    or Dubai.  We will not sponsor
    individuals for employment visas, now or in the future, for this job.
  • Any offer of employment is conditioned upon the successful
    completion of a background investigation and drug screen
  • Must be willing to travel
  • Must be willing to work out of an office located in San
    Ramon, CA.

Additional Elgibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Desired Characteristics

  • Software Development experience
  • 10+ years working in the software industry with a minimum of 3 years SaaS experience
  • Experience working in a software professional services organization
  • Very good analytical skills combined with the ability to condense and visualize results
  • Very good communication and presentation skills
  • Experience working in at least 2 different major global
  • Proactive and interested in learning new solutions and
    business practices
  • Working in an international environment including the
    mobility required for customer facing engagements
  • Creative individual with strong customer relationship
    management capabilities
  • Results-oriented and effectiveness in problem-solving
  • Ability to present complex information to customers and
    colleagues in a clear and appealing manner