Job Information
GE Healthcare SEI Global Channel Partner Service Operations in Madrid, Spain
Job Description Summary
As the Global Channel Partner (CP) Service Operations Manager, you will play a pivotal role in managing and optimizing service operations for our global network of channel partners for the SEI division of GE HealthCare. You will be responsible for ensuring seamless coordination, efficiency, and effectiveness in the delivery of services to our partners and their clients. This role requires a combination of strong leadership, project management skills, and a deep understanding of healthcare IT solutions. Full lifecycle service relationship and operational management for channel partners including onboarding activities, ongoing operation activities, escalation management for process issues, and manage any exiting any channel partner service transitions to GE or other 3rd party.
Ensure compliance with standards, continuous development of people and processes, effective management of budget and resource while insuring the Channel Partners have the processes and tools they need to deliver on commitments.
Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures. Some judgment may be required but this is typically with guidance.
Job Description
Key Responsibilities:
Channel Partner (CP) Relationship Management:
Cultivate and maintain strong relationships with CP worldwide.
Act as the primary point of contact for CP regarding service operations and escalations. Serve as GE and CP single point of contact with respect to service.
Meet regularly with CP service contacts to ensure good relationships
Meet regularly with the regional GE service leaders who are supporting Channel Partners operations
Acts as escalation point between CP and service/support teams.
Channel Partner Onboarding
Meet regularly with GE Regional CP sales contacts to plan for upcoming channel partner onboarding
Review CP contract to plan onboarding for service needs
Ensure CP employee systems access to GEHC systems is granted
Responsible for onboarding and moving CP employees through certification process to enable CP to perform installation and service.
Ensure integrated CP and GE processes are created an operate effectively.
Validate global and regional contacts for CP to GE process hand offs
Build and scale a team of contractor labor for CP Service Operations to accommodate planned growth of existing and new channel partners
Service Operations and Optimization
Provide ongoing support and guidance to ensure channel partners have the necessary resources to deliver exceptional service to clients.
Globalize and optimize GE’s channel partner processes, adopting best practices globally to simplify systems and processes and improve channel partner experience and success
Monitor ongoing integrated install and support operations and address issues.
Develop and implement strategies to streamline service delivery processes and improve efficiency.
Collaborate with internal teams to ensure the timely resolution of partner and client issues.
Monitor that regional and global GE labor to support CP stays within range of CP agreement contract.
Facilitate quoting and sales of additional purchased services from GE to assist CP.
Performance Monitoring and Reporting:
Identify and track KPI metrics for both CP performance and GE’s performance for channel partner for responsible services.
Define and monitor SLA performance of both GE and Channel Partners
Regularly monitor key performance indicators and provide reports to management and channel partners.
Order fulfillment and revenue management
Monitor CP order processing and order fulfillment for issues to ensure Channel Partner has all software & licensing needed to execute project.
Run weekly revenue review calls to monitor revenue milestone achievements
Lead cross-functional teams to address any gaps in operations.
Coordinate with internal stakeholders to prioritize and allocate resources effectively.
Quality Assurance:
Performance Management - Hold monthly CP Monthly Operating Review to review KPI metrics performance
Implement quality assurance processes to maintain high standards of service delivery both by Channel Partner and by GE supporting channel partners.
Contract compliance - Conduct regular audits and evaluations of Channel Partner for contractual compliance and to identify areas for improvement and implement corrective actions as needed.
Safety Recall Management - Distribute safety notices to Channel Partner and facilitate recall execution by the Channel Partner
General Roles and Responsibilities
Work closely with project managers and process leaders providing advice and guidance across the regions to ensure compliance with standards, continuous development of people and processes, and effective management of budget and resource-have a deep understanding of the financial data associated with the business. In addition, work with multiple businesses and teams to gather process and system data for integrating into a centralized service management system.
Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members
Required Qualifications
For roles outside of the USA- This role requires advanced experience in the Services & Digital Business Operations. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience
Proven experience (5+ years) in service operations management, preferably in the healthcare IT industry.
Excellent communication and interpersonal skills, with the ability to build rapport and negotiate with channel partners.
Analytical mindset with the ability to interpret data and make strategic decisions.
Able to travel locally and globally up to 10%
Desired Characteristics
Strong understanding of healthcare IT solutions, including medical imaging systems.
Demonstrated leadership abilities, with a track record of successfully managing cross-functional teams and driving results.
Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
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GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.pdf) . 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 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).
The salary range for this position is 86,560.00 - 129,840.00 USD plus we offer a 10% bonus plan.
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for variable incentive compensation.
Additional Information
GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . 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 HealthCare 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).
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
Relocation Assistance Provided: No