Quality Leader – Customer Recovery & Communication Excellence

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

📋 Description

• Establish and enhance the response of GE Vernova to significant customer issues.

• Create enterprise-wide customer recovery playbooks that are organized by severity, impact, and type of situation.

• Define pathways for escalation, rapid response procedures, decision-making authority, and governance milestones for critical events.

• Set standards for timely, transparent, fact-based communication with customers, including containment messaging and recovery commitments.

• Write executive updates, customer-facing correspondence, templates for post-incident reviews, and formal closure communications.

• Collaborate with GE Vernova business units to mentor teams and enhance customer-facing recovery and communication skills.

• Monitor and evaluate the timeliness, quality, consistency, and relationship to customer confidence and satisfaction of communications.

⛳️ Requirements

• Bachelor’s degree from an accredited institution.

• At least 8 years of professional experience in lean and quality roles.

• Professional experience in customer quality, field services, operations, commercial management, corporate communications, or large-scale program leadership.

• Proven track record of managing complex, high-visibility customer scenarios or technical/commercial escalations.

• Outstanding written, verbal, and executive-level communication abilities.

• Demonstrated capability to simplify complex technical information into clear, credible, and reassuring messages for customers.

• Legally authorized to work in the United States.

• Successful completion of a drug screening, if applicable.

🏝️ Benefits

• Discretionary annual bonus.

• Coverage for medical, dental, vision, and prescription drugs.

• Health Coach, a 24/7 nurse-based resource.

• Employee Assistance Program offering 24/7 confidential assessments, counseling, and referral services.

• GE Vernova Retirement Savings Plan.

• 401(k) savings plan with company matching contributions and retirement contributions from the company.

• Access to Fidelity resources and financial planning consultants.

• Tuition assistance.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance.

• 12 paid holidays.

• Flexible time off.

• Opportunities for professional development.

• Relocation assistance is not provided.