Operations Lead, Customer Technical Support

Job Description SummaryThe NAM Customer Technical Support Operations Lead owns the operational infrastructure of the Grid Automation NAM Customer Technical Support function across PAC, CIC, and M&D product lines. This role is responsible for process design and standardization, KPI reporting, systems coordination, and cross-functional liaison activity spanning Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot. Reporting directly to the NAM Tech Support Leader, the Operations Lead translates operational data into leadership-ready insight, drives process consistency across the function, and ensures technical support teams have the structure and tools needed to perform effectively.Job DescriptionWe are seeking a process-driven, analytically minded Operations Lead to join our Grid Automation NAM Customer Technical Support team. This position owns the operational infrastructure of the NAM Customer Technical Support function across PAC, CIC, and M&D product lines.This role serves as the operational backbone of the NAM Tech Support organization - owning process design, KPI reporting, systems coordination, and cross-functional liaison responsibilities. The Operations Lead translates operational data into leadership insight, drives process discipline and consistency across the function, and ensures that technical support teams have the structure, tools, and information they need to perform effectively. Reporting directly to the NAM Tech Support Leader, this is a high-visibility individual contributor role with broad cross-functional reach.Key Responsibilities:Document, standardize, and continuously improve case management workflows across PAC, CIC, and M&D product linesIdentify process gaps, redundancies, and friction points across the support lifecycle and drive resolutionDevelop and maintain standard operating procedures (SOPs) and operational playbooksLead process harmonization efforts across product lines where feasibleOwn the design and formalization of NAM Tech Support KPI reporting across daily, monthly, and quarterly cadencesBuild and maintain dashboards covering case volume and trends, SLA and response time compliance, call data, CSAT survey results, and cost metricsConsolidate data from multiple systems - Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot - into coherent, leadership-ready reportingTransition the function away from manual, inconsistent data pulls toward structured and repeatable reporting infrastructureServe as the NAM operational point of contact for Tech Support systems including Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and GridbotMonitor system performance, identify issues, and quarterback resolution in coordination with IT and global system ownersPartner with the global IT and systems owner to represent NAM Tech Support requirements in system improvements and configurationsAct as the primary operational liaison between Customer Technical Support and adjacent functions including IT, HR, Finance, Supply Chain, Inside Sales, and Field ServiceRepresent Tech Support operational needs in cross-functional discussions and projectsSupport the NAM Tech Support Senior Leader in preparing business cases, operational reviews, and leadership reportingOwn the Tech Support NAM knowledge base - maintaining, organizing, and governing operational documentationDevelop and maintain onboarding materials for new Tech Support team members across all product linesEnsure process documentation remains current as workflows, tools, and team structures evolveRequired Qualifications:Bachelor's degree in Business, Operations, or a related field (or equivalent combination of education and work experience)Minimum of 5 years of experience in an operations, process, or data coordination role within a technical support or services environmentDesired Characteristics:Strong data and reporting skills - able to extract, synthesize, and present operational data from multiple systemsClear and professional written and verbal communication skills, including comfort presenting to leadershipProficiency with Microsoft Office suiteExperience with Salesforce reporting and queue managementFamiliarity with SAP in an operational or reporting capacityExperience with contact center platforms such as AWS Connect or equivalentDeep familiarity with GE Vernova Grid Automation products, systems, and customer support operating environmentProven ability to work across functions and influence without authorityProcess-oriented mindset with the ability to build structure in ambiguous environmentsStrong problem-solving skills with the ability to work efficiently and independentlyProactive approach to identifying gaps and driving operational improvementsFlexible and adaptable; able to navigate change and shifting prioritiesAbility to work collaboratively across teams while taking ownership of individual deliverablesAdditional InformationRelocation Assistance Provided: No#LI-Remote - This is a remote position