Operations Lead, Customer Technical Support

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

📋 Description

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

• Identify process deficiencies, redundancies, and friction points throughout the support lifecycle and drive resolutions.

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

• Lead efforts to harmonize processes across product lines whenever possible.

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

• Create and maintain dashboards that track 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, leadership-ready reports.

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

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

• Monitor system performance, identify issues, and facilitate 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 main operational liaison between Customer Technical Support and related functions such as IT, HR, Finance, Supply Chain, Inside Sales, and Field Service.

• Advocate for Tech Support operational requirements in cross-functional discussions and projects.

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

• Manage the Tech Support NAM knowledge base — maintaining, organizing, and governing operational documentation.

• Develop and sustain onboarding materials for new Tech Support team members across all product lines.

• Ensure that process documentation remains up-to-date as workflows, tools, and team structures evolve.

⛳️ Requirements

• Bachelor's degree in Business, Operations, or a related field (or a comparable combination of education and work 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 comfort in presenting to leadership.

• Proficiency in the Microsoft Office suite.

• Experience with Salesforce reporting and queue management.

• Familiarity with SAP in an operational or reporting context.

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

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

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

• A process-oriented mindset with the ability to create structure in ambiguous situations.

• Strong problem-solving skills, capable of working efficiently and independently.

• Proactive in identifying gaps and driving operational enhancements.

• Flexible and adaptable; able to manage change and shifting priorities effectively.

• Capacity to work collaboratively across teams while taking ownership of individual deliverables.

🏝️ Benefits

• Relocation Assistance Provided: No