General Electric Customer Experience and Growth Programs Director in Tennessee

About Us:

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at . 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.

Role Summary:

In this role, the Director of Growth Programs will drive overall client satisfaction based on consistent delivery of a total GE Healthcare solution to the HCA account. Responsible for leading customer experience initiatives and programs creating and driving solutions for HCA, developing a strategy to ensure client retention and growth through close interaction with the commercial sales teams and furthering GEHC’s asset management objectives.

Essential Responsibilities:

• Secure necessary resources to meet timelines and project quality goals

• Ensure consistent project management and governance methodology is utilized

• Create “marketing” material and other communications to sell benefits and results of programs to HCA stakeholders

• Identify and deploy additional Service programs (e.g. API, field structure pilot, break/fix hot spots) and work with Strategic Development Leader to determine new opportunities around “Big Data”

• Monitor CSO trends and ensure hot “CSO’s” have appropriate resources and urgency to drive to quick closure

• Identify simplification opportunities that will make GEHC easier to do business with

• Coordinate effective implementation of current Service Solutions programs across the HCA

• Reduce variation in the customer experience across the country through facilitating the consistent adoption of best practices

• Provide direction to our resources to meet/exceed contractual obligations

• Work with the GEHC businesses and account management team to ensure clear communication throughout the enterprise

• Drive partnership through developing director and executive level review reports and facilitating meetings that focus on GE’s recommendations/solutions to improve hospital operations

• Benchmark key metrics and direct the collection of data to demonstrate value

• Aid sales processes to drive growth


• Bachelor’s degree

• Project/Program Management experience

• Minimum of 5 years senior level business experience

• Demonstrate ability to drive multidisciplinary projects and cross P&L business

• Proven leadership ability across all levels of an organization, including executive level (CxO)

• Strong communication skills to synthesize complex issues and communicate clearly

• Willingness to travel 20%

• Legal authorization to work in the United States

• You must be willing to submit to a background investigation, including for example, verification of your past employment, criminal history and educational background

• Willingness to take a drug test

• Willingness to submit to a check of driving record.

Desired Characteristics:

• Prior experience working in GEHC matrix

• Strong analytical skills and business acumen (i.e. knowledge of healthcare service lines, Profit & Loss centers, balance sheets, capital & operational planning)

• Experience working in the Healthcare industry including interaction with hospital administration (i.e. account management, relationship-building experience)

• Experience in client-facing role such as consulting, project management, or process improvement (Six Sigma/ LEAN) while serving as advocate for client’s needs

• GE Healthcare Services experience (Clinical Services/Biomed, Radiology, Cardiology, Life Support Systems, Monitoring, Ultrasound, Information Technology, Service Solutions-DoseWatch/Agility)

• Experience working in a highly-matrixed environment, effectively influencing and persuading others to achieve GEHC goals defined in client growth strategy

• Experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for client and GEHC

• Experience maintaining flexible approach when faced with business or client course corrections (i.e. client cost-out initiatives, industry economic conditions, healthcare reform legislation, etc.)

• Experience working with GEHC products and service

Locations: United States; Tennessee