Operations Lead, Customer Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Document, standardize, and enhance case management workflows across PAC, CIC, and M&D product lines.

• Identify process deficiencies, redundancies, and friction points throughout the support lifecycle and facilitate their resolution.

• Develop and sustain standard operating procedures (SOPs) and operational playbooks.

• Lead efforts to harmonize processes across product lines where applicable.

• Oversee the design and formalization of NAM Tech Support KPI reporting on daily, monthly, and quarterly schedules.

• Create and maintain dashboards that reflect case volume and trends, SLA and response time compliance, call data, CSAT survey results, and cost metrics.

• Consolidate data from various systems — Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot — into cohesive reports ready for leadership review.

• Shift the function from manual, inconsistent data extraction to a structured and repeatable reporting framework.

• Act as the operational point of contact for Tech Support systems including Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot.

• Monitor system performance, identify issues, and coordinate resolutions in collaboration with IT and global system owners.

• Collaborate with global IT and system owners to represent NAM Tech Support needs in system enhancements and configurations.

• Serve as the primary operational liaison between Customer Technical Support and related functions such as IT, HR, Finance, Supply Chain, Inside Sales, and Field Service.

• Represent the operational needs of Tech Support in cross-functional conversations and initiatives.

• Assist the NAM Tech Support Senior Leader in preparing business cases, operational reviews, and reports for leadership.

• Manage the Tech Support NAM knowledge base, ensuring operational documentation is maintained, organized, and governed.

• Create and update onboarding materials for new Tech Support team members across all product lines.

• Ensure process documentation is current as workflows, tools, and team structures change.

⛳️ Requirements

• Bachelor's degree in Business, Operations, or a related field (or an equivalent combination of education and professional experience).

• At least 5 years of experience in an operations, process, or data coordination role within a technical support or services environment.

• Strong data and reporting capabilities — proficient in extracting, synthesizing, and presenting operational data from multiple systems.

• Excellent written and verbal communication skills, with the ability to present information professionally to leadership.

• Proficient in using the Microsoft Office suite.

• Experience with Salesforce reporting and managing queues.

• Familiarity with SAP in an operational or reporting context.

• Experience with contact center platforms such as AWS Connect or equivalent systems.

• In-depth knowledge of GE Vernova Grid Automation products, systems, and the customer support operating environment.

• Proven ability to collaborate across functions and influence others without direct authority.

• Process-oriented mindset capable of establishing structure in uncertain environments.

• Strong problem-solving abilities with the capacity to work efficiently and independently.

• Proactive in identifying gaps and driving operational enhancements.

• Flexible and adaptable; able to navigate changes and shifting priorities.

• Ability to work collaboratively across teams while maintaining ownership of individual responsibilities.

🏝️ Benefits

• Relocation Assistance Provided: No

• Remote position