Service Operations General Manager, EAGM Zone

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

📋 Description

• Lead the development and implementation of the EAGM service delivery strategy across RCIS, TCA, MESA, and Africa LCTs.

• Enhance customer experience, service quality, operational performance, field and remote service productivity, cash collection, margin growth, and P&L results.

• Create standards, tools, systems, processes, KPIs, and performance management routines.

• Align service delivery with enterprise priorities, customer requirements, regional growth goals, and service sales strategies.

• Promote simplification, transformation, and harmonization of service processes across LCTs.

• Collaborate with the Global Service Organization, EAGM leaders, AIS, Service Sales, OTR, Finance, HR, Quality, EHS, and Zone Presidents.

• Own initiatives for operational and financial growth, cost control, contribution margin, cash flow, billing, contract execution, warranty, and process enhancements.

• Develop metrics for field-service profitability and resource models to optimize productivity.

• Lead operating reviews and daily management systems; pinpoint gaps and implement corrective actions.

• Enhance field and remote service productivity through standard work, capacity management, resource optimization, digital tools, and continuous improvement.

• Foster strong customer relationships and manage customer CSO escalations through effective resolution strategies.

• Drive improvements in CSAT, time to resolution, first-call resolution, service quality, and escalation management.

• Advocate for Heartbeat and the GEHC business system, encompassing standard work, daily management, problem-solving, and operational cadence.

• Spearhead lean management, visual management, KPI discipline, root-cause problem solving, and continuous improvement initiatives.

• Mentor and develop LCT and Zone service leaders; recruit and cultivate talent.

• Cultivate an inclusive, accountable, collaborative, safety- and quality-oriented high-performance culture.

• Drive transformation, organizational design, change management, budgeting, long-term strategy, LTS, BPR, and resource planning.

• Collaborate with Service Sales on growth strategies, renewals, customer retention, and commercial operating rhythms.

• Work with global and regional operations, product leaders, and cross-functional teams to enhance serviceability, reliability, product service performance, and customer outcomes.

• Advocate for a safe workplace and ensure adherence to EHS policies, procedures, and regulatory standards.

• Identify and mitigate operational and security risks while staying connected to local market demands.

⛳️ Requirements

• Bachelor’s degree (BA/BS).

• Extensive experience in Healthcare Services, service delivery, Technical Operations, OTR, or supply chain management.

• Over 10 years of senior-level sales management, product, and/or general management experience.

• Strong business and financial acumen, with a proven ability to motivate, influence, solve complex problems, and drive change at all organizational levels.

• Significant experience in process improvement, lean methodologies, project management, and strong analytical skills.

• Willingness and capability to travel internationally.

• Proven leadership skills, with the ability to coordinate resources and inspire teams, along with experience managing remote teams and influencing organizations.

• An inclusive leader who fosters connections with the workforce through personal involvement and trust-building.

• A balanced approach of strategic thinking and strong operational rigor.

• Ability to influence and effectively manage diversity (cultural, nationality, religion, gender, etc.), engage as a horizontal team player, and drive change across functions in a highly matrixed environment.

• Ability to thrive in a multi-tasking, dynamic environment while maintaining a forward-thinking and customer-first mindset.

• Demonstrated commitment to challenging the status quo and driving continuous process improvement to achieve organizational objectives.

• Excellent communication, influencing, and team-building abilities; highly proficient in written and verbal communication within the company and with external clients.

• Servant leader who connects with the team at all levels and removes obstacles to foster optimal engagement and business outcomes.

• Unwavering personal integrity that cultivates a culture of transparency and compliance.

• Lean practitioner.

• Proficiency in the English language.

• Desired: Master’s/MBA degree.

• Desired: Experience in the MedTech industry beyond the GEHC product and solution portfolio.

• Desired: Familiarity with other GE HealthCare segments and supply chain frameworks.

🏝️ Benefits

• Relocation Assistance Provided: No