Senior Service Program Director

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

📋 Description

• Act as the senior strategic liaison for designated enterprise service partnerships.

• Establish and nurture long-term relationships with executive, operational, clinical, technical, and administrative stakeholders.

• Facilitate executive governance discussions, strategic business reviews, and high-level customer engagement routines.

• Represent GE HealthCare during strategic, operational, contractual, and business discussions with clients.

• Steer governance models, reporting processes, escalation paths, communication routines, and decision-making procedures.

• Monitor service performance, program progress, KPIs, customer commitments, operational risks, financial performance, and project status.

• Promote alignment across account teams, regional service teams, field service, centers of excellence, and commercial partners.

• Directly lead, mentor, and develop a team of over 5 direct reports.

• Establish performance expectations, priorities, operating rhythms, and accountability standards.

• Cultivate talent, identify skill gaps, support career progression, and formulate development plans.

• Enhance customer satisfaction, experience, retention, contract renewal, expansion, and growth strategies.

• Collaborate with commercial and account teams to pinpoint growth opportunities and renewal risks.

• Supervise contractual, operational, financial, customer, quality, and safety commitments.

• Work with finance, commercial, service, and operations teams to track profitability, costs, billing issues, and contract health.

• Manage senior-level customer escalations and high-profile service events.

• Coordinate cross-functional teams to address complex issues and implement sustainable corrective actions.

• Lead enterprise-level programs, initiatives, and workstreams.

• Promote operational excellence, efficiency, customer experience, profitability, service delivery, and accountability improvements.

• Ensure that dashboards, action logs, program updates, and leadership reports are accurate and timely.

• Lead through influence within a matrixed organization.

• Collaborate with Account Executives, Service Leadership, Field Service, Finance, Commercial, Supply Chain, Engineering, Legal, Quality, and Centers of Excellence.

• Ensure adherence to GE HealthCare policies, quality standards, contractual obligations, governance expectations, and safety regulations.

• Track operational, service, project, customer satisfaction, and financial risks.

• Assist with audits, operational reviews, compliance activities, and customer governance requirements.

⛳️ Requirements

• Bachelor’s degree in Business, Healthcare Administration, Engineering, Operations, or a related field.

• Over 8 years of experience in healthcare project/program management, service leadership, customer operations, or a related area.

• At least 5 years of direct team leadership experience.

• Proven experience leading teams of 5 or more direct reports, including roles in customer-facing, operational, program management, or service leadership.

• Demonstrated capability in managing customer relationships, service partnerships, program governance, and cross-functional execution.

• Excellent communication skills with the ability to distill complex issues and convey them clearly to executive, customer, and internal audiences.

• Proven ability to motivate, develop, mentor, and build strong relationships with teams and stakeholders at all organizational levels.

• Strong operational, financial, analytical, and problem-solving abilities.

• Ability to lead through influence within a matrixed organization.

• Willingness to travel as necessary to support customer engagement, team leadership, and partnership governance.

• Must be legally authorized to work in the United States.

• Must pass a drug screening, as applicable.

• Preferred: Experience in leading strategic healthcare service partnerships or enterprise customer operations.

• Preferred: Experience within GE HealthCare's Diagnostic Imaging, Clinical Services, or healthcare technology services.

• Preferred: Experience working directly with hospital administration, executive customer leadership, or enterprise healthcare systems.

• Preferred: Background in service delivery, account management, consulting, project management, process improvement, or Lean/Six Sigma environments.

• Preferred: Strong understanding of healthcare service lines, operational planning, P&L management, balance sheets, capital planning, and contract performance.

• Preferred: Experience leading teams including Service Program Managers, Enterprise Program Managers, Asset Management Leaders, or similar customer operations roles.

• Preferred: Experience in supporting customer retention, contract renewals, growth initiatives, and strategic governance models.

• GE HealthCare will not sponsor individuals for employment visas, either now or in the future.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Paid time off.

• 401(k) plan with employee and company contribution opportunities.

• Life insurance.

• Disability insurance.

• Accident insurance.

• Tuition reimbursement.

• Professional development.

• Relocation assistance.

• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI).

• Drug screening as applicable.

• Great work environment.

• Challenging career opportunities.

• Competitive compensation.