Job Information
GE Healthcare Service Operations Director in Remote, Malaysia
Job Description Summary
The Service Operations Leader plays a key leadership role to develop and execute the strategy to enhance customer experience for digital solutions. The leader is responsible for overseeing the delivery of remote services to a large and growing customer base as well as administering and coordinating cloud operations.
This role involves formulation of Service Support Strategy, management of remote service personnel and coordination of resources across departments and functions to ensure the successful delivery of services. This role will also ensure the availability of cloud services, manage the configuration of the cloud environment, develop best practices for using cloud services and develop strategies for improving performance and reliability. The Service Operations Leader will collaborate with different internal stakeholders and external partners to ensure the strategies, solutions, and operations are aligned with the goals of the organization.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
Job Description
Roles and Responsibilities
Lead the development of customer service strategy for digital solutions to provide a unified customer experience across all digital solutions.
Lead, motivate, and develop a team of remote services personnel; Lead the development, implementation, and management of cloud operations, using the latest technologies and industry best practices
Monitor remote services performance, system performance and scalability metrics and identify service improvement goals
Analyze customer feedback and other data sources to develop customer-centric solutions; Develop and implement service improvement plans for identified shortfalls
Monitor team performance and establish corrective action plan where needed; Monitor the cloud environment and analyze performance, trends, and capacity issues
Manage customer service processes, including complaint resolution and dispute resolution
Manage and direct the operations of distributed cloud systems (such as on Amazon Web Services); Design and develop solutions to optimize performance and scalability. Oversee the deployment and lifecycle maintenance of cloud services, maintaining security, reliability, and cost-efficiency. Ensure the cloud service levels are in line with service level agreements
Document remote service and cloud operations processes
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.
Interprets simple internal and external business challenges and recommends best practices to improve products, processes, or services. Stays informed of industry trends and new technologies, promoting cloud services, and recommending solutions to improve user experience.
Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operations, technology, or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.
Lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.
Required Qualifications
Bachelor Degree in Computer Science, Engineering, or a related field
Minimum 8 years of experience in one or more areas: Service Operations, Cloud Architecture and/or Operations
Extensive knowledge of AWS Cloud platform systems
Possess a customer-centric mindset and understands user experience ; Strong interpersonal and leadership skills
Desired Characteristics
Experience in deploying and managing different services in the cloud
Demonstrated success in developing cloud strategies and solutions
Knowledge of scripting and automation tools
Knowledge of various design patterns, HL7 and other standards for integration preferred
Ability to multi-task and efficiently manage competing priorities
Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills
Experience working in a global environment
Ability to solve complex problems and provide creative solutions
Excellent organizational, communication, and technical skills
This role is a hybrid role for the successful candidate in the Wisconsin area that would require 3 days onsite, 2 days from home office. All other states/locations would be 100% remote.
We expect all employees to live and breathe our behaviors: to act with humility and build trust, lead with transparency, deliver with focus, and drive ownership – always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.
While GE does not currently require U.S. employees to be vaccinated against COVID-19, some GE customers have vaccination mandates that may apply to certain GE employees. Please note as a federal government contractor, GE may in the future be required to have U.S. employees fully vaccinated against COVID-19.
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For U.S. based positions only, the pay range for this position is $131,840.00-$197,760.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.
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