Senior Staff - Software Business Operations Leader

San Ramon, California
04 Oct 2016
20 Oct 2016
Oil and Gas
Contract Type
Full Time
The Services Business Operations Leader will ensure organizational effectiveness by providing operational leadership and oversight to the Global Customer Success organization for GE Power Digital and has responsibility for day-to-day operational execution of a complex Customer Success team.

Essential Responsibilities

As a key member of Global Strategy & Operations team,
this role ensures the team has the resources, processes and skills they need to
deliver on commitments while tracking ongoing execution and delivery of
projects worldwide.
A key aspect of this role is being a business partner who
will assist in bridging the gap between vision and execution, specifically
related to balancing profitable growth, strategically managing costs and
intelligently navigating risk. The successful candidate will develop operations
procedures; create programs responsive to external environment; provide
real-time and best in class data, rhythm and consistency; and participate in
cross-functional business, employee engagement and cultural development
In this role you will:
  • Develop a set of KPIs and operating rhythm for business
    operations within the Customer Success organization.
  • Have a deep understanding of the financial data associated
    with the business (Customer Satisfaction, Revenue, Orders, CM%, Utilization,
    Backlog) and the ongoing measurement against Operating Plan.
  • Demonstrate mastery of the intricacies of interactions and
    dynamics in global teams. Assure consistent, effective rhythms for collecting
    data and publishing metrics.
  • Use disciplined approaches to monitor team progress via
    effective information dashboards for project execution velocity, customer
    satisfaction, progress against plan, quality and ISO compliance.
  • Be an expert in proactively using data, practical knowledge
    and innovative insights to drive timely decisions, determine appropriate
    courses of action, and forecast future needs while managing risk and
    uncertainty for the global team.
  • Participate in, and oversee day-to-day operational tempos
    and rigor and have responsibility to coordinate activities for strategic
    business rhythms including Session II & Op Planning.
  • Foster a culture of customer focus and drive high
    performance project execution through continuous engagement.
  • Navigate through ambiguity, prioritizes conflicting asks and
    shows ability to adapt to changing situations.
  • Demonstrate strategic level skills in collaborating with
    different stakeholders, influencing decisions and an ability to take strategic


Basic Qualifications:
  • Bachelor's Degree in Computer Science or in "STEM" Majors
    (Science, Technology, Engineering and Math), advance degree or MBA preferred.
  • A minimum of 15 years' work experience, with at least 10
    years in a large global organization.
  • Minimum of 10 years working in a software environment.

Eligibility Requirements:
  • Legal authorization to work in the U.S. is required. We will not sponsor individuals for
    employment visas, now or in the future, for this job
  • Any offer of employment is conditioned upon the successful
    completion of a background investigation and drug screen
  • Must be willing to travel
  • Must be willing to work out of an office located in San
    Ramon, CA

Additional Eligibility Qualifications

GE 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 background investigation and drug screen.

Desired Characteristics

Technical Expertise:
  • Drives accountability and adoption of prescribed corporate
    systems and standards. Publishes guidance and documentation to promote
    adoption. Proposes solutions based on research and synthesis; creates and
    enforces general operational principles that capture the vision and critical
    concerns of Executive Leadership.
  • Guides global team to embrace prescribed corporate systems
    and solutions while participating in the refinement of those systems.

Business Acumen:
  • Understands how the business solves the problem in specific
    domain areas using the technology.
  • Helps create strategies to identify and understand in depth
    client needs beyond a cursory level (both known and latent); assists with
    collection and analysis of customer data.

  • Proactively identifies and removes project obstacles or
    barriers on behalf of the team. Navigates accountability in a matrixed
    organization. Communicates and demonstrates a shared sense of purpose. Learns
    from failure.
  • Establishes & communicates team members' roles in
    relation to their function and data. Shares knowledge, power and credit,
    establishing trust, credibility, and goodwill. Coordinates role
    responsibilities with that of others to achieve mutual goals. Encourages groups
    to work together to efficiently resolve problems. Proactively coaches and/or
    mentor's others to improve their contribution to the team. Fosters relationship
    building between team members and those outside the team. Works with others to
    achieve goals without regard to band/title. Identifies gaps in roles on teams,
    and is recognized for growing and distributing talent pools across the
  • Creates meaningful stories and two-way communications that
    drive behavior. Communicates functional strategy and roadmap with sufficient
    detail for teams to utilize. Describes functional area information to leaders.
    Coaches others on effective presentation skills. Collaborates with leadership
    on mediums and messages that drive the intended direction of the organization
    with measurable results. Determines the need for theoretical explanations vs. a
    business actionable answer in a presentation.

Personal Attributes:
  • Able to effectively direct and mentor others in critical
    thinking skills. Proactively engages with cross-functional teams to resolve
    issues and design solutions using critical thinking and analysis skills and
    best practices. Finds important patterns in seemingly unrelated information.
  • Influences and energizes other toward the common vision and
    goal. Maintains excitement for a process and drives to new directions of
    meeting the goal even when odds and setbacks render one path impassable.
  • Innovates and integrates new processes and/or technology to
    significantly add value to GE. Identifies how the cost of change weighs against
    the benefits and advises accordingly. Proactively learns new solutions and
    processes to address seemingly unanswerable problems.