Job: Global Services Digital Customer Support Leader

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Posted: 03/12/2018

Job Reference #: 3068173

Job Description

About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE 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.

Role Summary:
Lead customer solutions priorities and process improvement for the 24/7 support of Service Shop and MyServices global web portals. This series of web portals offers digital solutions, support information and eCommerce services to thousands of customers across the globe.

Essential Responsibilities:
* Project management and prioritization of production support activity backlog.
* Leadership of priorities for a team of onshore and offshore resources providing customer support in three areas: Break/Fix eCommerce software development support, eCommerce Data Management Support, Direct support of eCommerce /web portal customers in partnership with regional customer support teams.
* Utilizes scheduling resources and time management
* Maintains requirements deliverables and documentation
* Communicates with stakeholders & sponsors
* Success in this role is dependent on one’s ability to deliver quality results in often difficult and time sensitive customer-facing situations.
* The ability to clearly articulate expectations, ideas and concepts is paramount for both internal and external communications.
* Additional duties/responsibilities may be assigned

* Prior customer facing or customer support experience, sales, commercial operations, etc..
* Proven experience in project management and or customer support.
* Excellent interpersonal, written/verbal communication, and organizational skills
* Understanding of business processes, including familiarity with IT terminology, operations infrastructure and standards
* Experience using the Agile / Scrum methodology is required
* Self-motivated and able to multi task and manage own time in a fast paced and changing environment.
* Ability to leverage resources to seek, find, and filter relevant information
* Bachelor’s Degree from an accredited college or university.
* Five or more years of professional experience.
* Familiarity with digital user interface design concepts, practices and techniques.
* Open to change and adapting to new environments.
* Willingness to submit to a background investigation, including verification of past employment, criminal history and educational background.
* Willingness to travel up to 20%; including overnight stays when needed.
* Willingness to take a drug test.
* Legally authorized to work in the United States.

Desired Characteristics:
* Prior large-scale eCommerce project experience desired
* Hybris platform experience desired, but not required
* Demonstrates strong leadership, presentation, and problem-solving abilities.
* The ability to respond effectively to change and ambiguity.
* Sound organizational and time management skills.
* Experience in global, cross-cultural, and cross-functional work environments.
* Proven experience in the healthcare industry.
* Excellent organizational and planning skills
* Proficient with MS Office Suite, including MS Excel and Access
* Black/Greenbelt certified.

Locations: United States; Wisconsin; Waukesha

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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