Call Centre & Field Ops Transformation Leader

GE HealthCare (United States); United States; A distancia; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

GE HealthCare in Canada seeks a Call Centre Process Leader to oversee Call Centre processes and the digital tools that support customer and service operations. You will drive process improvement across ServiceMax, Sierra AI, and related systems, coordinating with Field Service, Technical Support, and regional teams.

You will lead testing, change management, and post-launch support to ensure data quality, service effectiveness, and a strong customer experience across platforms.

Formación

• Bachelor's degree in business, operations, technology, engineering, healthcare administration, or related field, or equivalent experience.
• 5+ years in Call Centre ops, Field Service, or related environment.
• Experience leading cross-functional process improvement or tech-enabled change.
• Experience translating business needs into workflows, user stories, or acceptance criteria.
• Experience with system testing, UAT, and post-launch support.

Responsabilidades

• Provide operational leadership and governance for Call Centre processes, workflows, and supporting technologies.
• Investigate process issues, identify gaps, and coordinate corrective actions with stakeholders.
• Develop and maintain standard processes and documentation with stakeholder feedback.
• Identify opportunities to simplify workflows, improve compliance, and enhance customer experience.
• Represent Canadian operations in design, testing, and deployment of digital service solutions.
• Lead requirements and readiness for solutions like ServiceMax, Sierra AI, and MyGEHealthCare.
• Translate operational requirements into functional specs and test scenarios.
• Coordinate testing, acceptance testing, and post-launch support, including bilingual testing where required.
• Partner with regional/global teams to resolve defects and ensure solutions meet business needs.

Conocimientos

Cross-functional leadership

Process improvement

Project management

Communication

Analytical thinking

Educación

Bachelor's degree or equivalent

Herramientas

ServiceMax

Sierra AI

Genesys

MyGEHealthCare

Service Board

Descripción del empleo

GE HealthCare in Canada seeks a Call Centre Process Leader to oversee Call Centre processes and the digital tools that support customer and service operations. You will drive process improvement across ServiceMax, Sierra AI, and related systems, coordinating with Field Service, Technical Support, and regional teams.

You will lead testing, change management, and post-launch support to ensure data quality, service effectiveness, and a strong customer experience across platforms.