Aligning with global and transformation priorities, you will establish vision and roadmap, drive adoption of a tiered service model, optimize case deflection, and champion automation, streamlining, and elimination of manual or transactional work to create efficiencies that elevate service delivery across the region.Job Description
Essential Responsibilities:
Service Delivery, Transformation & Performance Leadership
Lead transformation efforts related to centralization, transition, and harmonization of operational HR work from Client HR and COEs into Americas People Ops, focusing on operational execution and performance managementSet vision and roadmap for service excellence aligned with global and transformation prioritiesEstablish and refine KPIs, oversee MOR and LEAN routines, drive continuous improvement cultureAnalyze complex metric trends, lead root cause investigations, and develop sufficient countermeasuresHold Americas leaders and vendor partners accountable for service performance and SLA adherenceDrive process improvement initiatives focused on automation, operational simplification, and elimination of manual/transactional workOwn and drive the LEAN roadmap, ensuring LEAN principles and behaviors are widely adopted and LEAN maturity is incorporated into strategy
Vendor Relationship & Tiered Model Strategy
Own and nurture vendor relationships (Alight Tier 1 customer care), including contract and performance managementLead regional Tier 0 enhancement efforts to drive case deflection by optimizing content, portal usability, and virtual chat in collaboration with Products & Channels teamsGovern the regional service escalation process, defining standard work and approaches to reduce and efficiently resolve escalations
Employee Experience & Change Leadership
Partner with Customer Care and Tier 2 leaders to analyze Voice of Customer (VoC) and CSAT data, developing insights and recommendationsDrive service readiness and improvement initiatives, overseeing regional change management plans, vendor collaboration, and cross-functional project delivery; lead regional execution of global service initiativesLead regional change management through the new operating model, focusing on driving adoption with deskless workersLead Americas People Ops forums and cross-region coordination to drive alignment and knowledge sharing among Client HR, COEs, and internal partners
Transformation Leadership & Cross-Functional Collaboration
Act as a key leader and influencer in the HR transformation journey, guiding regional integration and harmonization of operational activities across Client HR, COEs, and People OpsFacilitate cross-functional alignment to ensure seamless transition and adoption of centralized and automated service models that reduce manual effortLead and develop the Service Excellence team (up to one Specialist/Analyst), fostering a high-performing cultureCollaborate closely with Regional Service Excellence Leads (APAC, EMEA) to align global standards and minimize bespoke processesServe as Americas People Ops liaison with initiatives intake and LEAN teams, influencing regional priorities and resource allocation
Communication & Advising
Provide regular, data-driven insights and actionable recommendations to leadership at all levels to support informed decision-making and continuous improvementPresent complex service performance issues with clear, actionable plans tied to business outcomesConsult SMEs and global counterparts to integrate best practices and scalable solutionsDevelop and deliver high-impact regional communications highlighting improvements and engaging stakeholdersLead messaging with big-picture context and a compelling value story; build trust with Client HR to shape perception of Service Excellence and strengthen influence through clear communication
Required:
Bachelor’s degree or equivalent combination of education, experience, and knowledgeSignificant experience (7+ years) in HR Operations/Service Delivery in North AmericaProven experience leading transformation, centralization, or operational harmonization projectsFamiliarity with tiered HR service delivery models, self-service (Tier 0) optimization, and case management systemsPrior experience delivering results in a regional HR and/or operations/service-oriented environment, with demonstrated achievement and project leadershipProficiency with HRIS platforms (e.g., Workday) and case management/service delivery tools (e.g., ServiceNow, Service Cloud)Ability to foster a culture of accountability, performance, and continuous improvementSkilled at leading through change and uncertainty while maintaining engagement and clarity for teamsStrong verbal and written communication, including slide creation and storytelling, with the ability to present data clearly and tailor messaging to different audiencesProven ability to lead projects from concept to implementation, applying strong analytical skills to drive process improvements, operational efficiencies, and measurable resultsStrong organizational skills, attention to detail, and accuracy in executionProficiency in Microsoft Office Suite (Word, PowerPoint, Excel)This job may require occasional travel
Desired:
Experience managing vendor relationships, including contract oversight and performance governanceStrong understanding of HR processes, employee experience design, and change management principlesDemonstrated ability to influence and build relationships across a complex, matrixed organizationExperience driving change and adoption of new processes in team-oriented service organizationsExperience coaching or developing talent, and fostering diversity and inclusion
If contracted in the US:
The base pay range for this position is $106,000-150,000 USD Annual. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for a performance bonus. This posting is expected to close on 8/20/2025.
*The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.
Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.
General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.
Additional InformationGE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
#LI-Remote - This is a remote position