Call Centre Process & Field Operations 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

Job Description Summary

The Call Centre Process & Field Operations Leader provides leadership and operational oversight for Call Centre processes and the digital tools and workflows that support customer and service operations in Canada. The role partners across the Call Centre, Field Service, Technical Support, Digital Technology, and regional/global process teams to improve execution, process consistency, data quality, and customer experience.

This role leads process improvement, digital solution deployment, testing, change management, and ongoing operational support across platforms and processes including ServiceMax, Sierra AI, Service Authorization, Service Board, Express Service Requests, MyGEHealthCare, and customer communication technologies.

Job Description

Key Responsibilities

Call Centre Process Leadership & Continuous Improvement

• Provide operational leadership and governance for Call Centre processes, workflows, and supporting technologies.
• Investigate process execution issues, identify gaps, and coordinate corrective actions with Call Centre, Technical Support, Field Service, and other stakeholders.
• Develop and maintain standard processes and documentation, incorporating stakeholder feedback and lessons learned.
• Identify opportunities to simplify workflows, improve process compliance, reduce rework, and enhance the customer and employee experience.

Digital Solutions, ServiceMax & Technology Deployment

• Represent Canadian operations in the design, testing, implementation, and continuous improvement of digital and technology-enabled service solutions.
• Lead Canadian requirements and operational readiness for solutions including ServiceMax, Sierra AI, Express Service Requests, MyGEHealthCare, Genesys , and other evolving digital capabilities.
• Translate operational requirements into functional requirements, user stories, test scenarios, and acceptance criteria.
• Coordinate functional testing, user acceptance testing, implementation readiness, and post-launch support, including appropriate English and French-language testing where required.
• Partner with regional and global product and process teams to resolve defects, address process gaps, and ensure solutions support Canadian business requirements and effective Call Centre and Field Service workflows.

Service & Field Process Ownership

• Lead or support key processes that span Call Centre and Field Service operations, including but not limited to: Service Authorization and Purchase Order processes , including Canadian requirements, approval workflows, templates, and system integration.
• Service Board processes , with emphasis on Field Service Representative start/stop time and calendar accuracy.
• Express Service Requests , including functional support, workflow improvements, and system integration requirements.
• MyGEHealthCare , including operational requirements and integration testing.
• Work cross-functionally to resolve process gaps affecting customer interactions, service execution, authorization, dispatch, Field Service activities, and supporting workflows.
• Establish clear process ownership, documentation, escalation paths, and operational expectations for assigned processes.

Required Qualifications

• Bachelor's degree in business, operations, technology, engineering, healthcare administration, or a related discipline, or equivalent relevant experience.
• 5+ years of experience in Call Centre operations, Field Service, customer service, process management, digital operations, or a related operational environment .
• Demonstrated experience leading cross-functional process improvement or technology-enabled change initiatives.
• Experience translating business needs into workflows, functional requirements, user stories, test scenarios, or acceptance criteria.
• Experience with system testing, user acceptance testing, implementation readiness, and post-launch support.
• Strong understanding of customer and service-delivery processes such as customer contact, dispatch, service requests, customer authorization, purchase orders, scheduling, and Field Service execution.
• Strong communication, organizational, problem-solving, and project-management skills.
• Demonstrated ability to influence and drive results within a cross-functional, matrixed organization.

Desired Characteristics

• Experience with ServiceMax or another Field Service Management platform.
• Experience in a Call Centre, customer contact centre, dispatch, or Field Service environment .
• Experience with digital customer-service platforms, artificial intelligence-enabled solutions, mobile applications, or customer self-service technologies.
• Experience supporting system implementations, user acceptance testing, operational readiness, and post-launch stabilization.
• Demonstrated ability to simplify complex processes and translate them into practical operational requirements.
• Strong customer focus with the ability to balance customer experience, operational effectiveness, financial controls, and technology require