Americas Service Excellence Leader
Today• Flexible / Remote
Job Description Summary
In this role, you will oversee the end-to-end quality of HR service delivery across the Americas region. This leadership position requires driving operational excellence, influencing stakeholders, and leading regional transformational initiatives that centralize, harmonize, and integrate operational HR work across Client HR, COEs, and People Ops.
Aligning with global and transformation priorities, you will establish vision and roadmap, drive adoption of a tiered service model, optimize case deflection, and champion automation, streamlining, and elimination of manual or transactional work to create efficiencies that elevate service delivery across the region.
Job Description
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Essential Responsibilities:
Service Delivery, Transformation & Performance Leadership
- Lead transformation efforts related to centralization, transition, and harmonization of operational HR work from Client HR and COEs into Americas People Ops, focusing on operational execution and performance management
- Set vision and roadmap for service excellence aligned with global and transformation priorities
- Establish and refine KPIs, oversee MOR and LEAN routines, drive continuous improvement culture
- Analyze complex metric trends, lead root cause investigations, and develop sufficient countermeasures
- Hold Americas leaders and vendor partners accountable for service performance and SLA adherence
- Drive process improvement initiatives focused on automation, operational simplification, and elimination of manual/transactional work
- Own and drive the LEAN roadmap, ensuring LEAN principles and behaviors are widely adopted and LEAN maturity is incorporated into strategy
Vendor Relationship & Tiered Model Strategy
- Own and nurture vendor relationships (Alight Tier 1 customer care), including contract and performance management
- Lead regional Tier 0 enhancement efforts to drive case deflection by optimizing content, portal usability, and virtual chat in collaboration with Products & Channels teams
- Govern the regional service escalation process, defining standard work and approaches to reduce and efficiently resolve escalations
Employee Experience & Change Leadership
- Partner with Customer Care and Tier 2 leaders to analyze Voice of Customer (VoC) and CSAT data, developing insights and recommendations
- Drive service readiness and improvement initiatives, overseeing regional change management plans, vendor collaboration, and cross-functional project delivery; lead regional execution of global service initiatives
- Lead regional change management through the new operating model, focusing on driving adoption with deskless workers
- Lead Americas People Ops forums and cross-region coordination to drive alignment and knowledge sharing among Client HR, COEs, and internal partners
Transformation Leadership & Cross-Functional Collaboration
- Act as a key leader and influencer in the HR transformation journey, guiding regional integration and harmonization of operational activities across Client HR, COEs, and People Ops
- Facilitate cross-functional alignment to ensure seamless transition and adoption of centralized and automated service models that reduce manual effort
- Lead and develop the Service Excellence team (up to one Specialist/Analyst), fostering a high-performing culture
- Collaborate closely with Regional Service Excellence Leads (APAC, EMEA) to align global standards and minimize bespoke processes
- Serve as Americas People Ops liaison with initiatives intake and LEAN teams, influencing regional priorities and resource allocation
Communication & Advising
- Provide regular, data-driven insights and actionable recommendations to leadership at all levels to support informed decision-making and continuous improvement
- Present complex service performance issues with clear, actionable plans tied to business outcomes
- Consult SMEs and global counterparts to integrate best practices and scalable solutions
- Develop and deliver high-impact regional communications highlighting improvements and engaging stakeholders
- Lead messaging with big-picture context and a compelling value story; build trust with Client HR to shape perception of Service Excellence and strengthen influence through clear communication
Required:
Bachelor's degree or equivalent combination of education, experience, and knowledge
Significant experience (7+ years) in HR Operations/Service Delivery in North America
Proven experience leading transformation, centralization, or operational harmonization projects
Familiarity with tiered HR service delivery models, self-service (Tier 0) optimization, and case management systems
Prior experience delivering results in a regional HR and/or operations/service-oriented environment, with demonstrated achievement and project leadership
Proficiency with HRIS platforms (e.g., Workday) and case management/service delivery tools (e.g., ServiceNow, Service Cloud)
Ability to foster a culture of accountability, performance, and continuous improvement
Skilled at leading through change and uncertainty while maintaining engagement and clarity for teams
Strong verbal and written communication, including slide creation and storytelling, with the ability to present data clearly and tailor messaging to different audiences
Proven ability to lead projects from concept to implementation, applying strong analytical skills to drive process improvements, operational efficiencies, and measurable results
Strong organizational skills, attention to detail, and accuracy in execution
Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
This job may require occasional travel
Desired:
Experience managing vendor relationships, including contract oversight and performance governance
Strong understanding of HR processes, employee experience design, and change management principles
Demonstrated ability to influence and build relationships across a complex, matrixed organization
Experience driving change and adoption of new processes in team-oriented service organizations
Experience coaching or developing talent, and fostering diversity and inclusion
If contracted in the US:
The base pay range for this position is $106,000-150,000 USD Annual. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set. This position is also eligible for a performance bonus. This posting is expected to close on 8/20/2025.
*The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.
Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.
General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a "Sponsor"). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor's welfare benefit plan or program. This document does not create a contract of employment with any individual.
Additional Information
GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE Vernova 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 drug screen (as applicable).
Relocation Assistance Provided: No
#LI-Remote - This is a remote position
Client-provided location(s): Flexible / Remote
Job ID: GE_power-535009165
Employment Type: FULL_TIME
Posted: 2025-08-22T18:31:10
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Adoption Assistance Program
- Family Support Resources
- Birth Parent or Maternity Leave
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Summer Fridays
Financial and Retirement
- 401(K)
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Access to Online Courses
- Lunch and Learns
- Leadership Training Program
- Internship Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Unconscious Bias Training
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