Quality Leader – Customer Recovery & Communication Excellence

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

📋 Description

• Create comprehensive customer recovery playbooks applicable across the enterprise, organized by severity, impact, and type of situation.

• Outline escalation routes, rapid response procedures, decision-making authorities, and governance milestones for critical events.

• Set standards for prompt, transparent, and fact-based customer communications, including containment messaging and recovery commitments.

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

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

• Monitor and evaluate the timeliness, quality, consistency of communication, and its impact on customer confidence and satisfaction.

• Define and elevate GE Vernova’s enterprise response when customers face significant challenges.

• Foster trust through swift action, transparency, accountability, and disciplined follow-through.

⛳️ Requirements

• Bachelor's degree from an accredited institution.

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

• Professional experience in areas such as customer quality, field services, operations, commercial management, corporate communications, or leadership of large-scale programs.

• Proven success in managing complex, high-visibility customer scenarios or technical/commercial escalations.

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

• Demonstrated skill in converting complex technical information into clear, credible, and reassuring messages for customers.

• Experience in supporting strategic, tier-one, or executive customers.

• Proven history in crisis management, issue resolution, or high-stakes stakeholder communication.

• A customer advocacy and service-recovery orientation.

• Ability to function calmly, decisively, and empathetically under significant pressure.

• Legally authorized to work in the United States.

• Successful completion of a drug screening, if applicable.

🏝️ Benefits

• Discretionary annual bonus.

• Medical, dental, vision, and prescription drug coverage.

• Access to a Health Coach from GE Vernova, a 24/7 nurse-based resource.

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

• GE Vernova Retirement Savings Plan.

• Tax-advantaged 401(k) savings opportunity with company matching contributions.

• Company contributions to retirement plans.

• Fidelity resources and financial planning consultants.

• Tuition assistance.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance.

• 12 paid holidays.

• Permissive time off.

• Opportunities for professional development.

• Relocation assistance is not provided.