Customer Recovery & Communications Excellence Leader

GE Vernova, Inc.; Oregon; Hybrid; USD 108,000 - 179,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Employee assistance program

Job summary

GE Vernova is seeking a Quality Customer Recovery & Communication Excellence Leader to define how we respond when customers experience significant issues. You will architect recovery playbooks, escalation protocols, communication standards, and executive templates to build trust through speed, transparency, ownership, and disciplined follow-through.

In this remote leadership role, you will coach teams, measure impact on customer confidence, and deliver post‑incident communications and closure

Qualifications

• Bachelor’s degree from an accredited university.
• Minimum of 8 years of professional experience in lean and quality roles.
• Professional background in customer quality, field services, operations, commercial management, corporate communications, or large-scale program leadership.
• Demonstrated success managing complex, high-visibility customer situations or technical/commercial escalations.
• Exceptional written, verbal, and executive-level communication skills; proven ability to translate complex technical facts into clear, credible, and reassuring customer messages.

Responsibilities

• Develop enterprise-wide customer recovery playbooks categorized by severity, impact, and situation type.
• Define robust escalation pathways, rapid response protocols, decision rights, and governance milestones for high-stakes events.
• Establish rigorous standards for timely, transparent, fact-based customer communications, containment messaging, and recovery commitments.
• Author executive updates, customer-facing letters, post-incident review templates, and formal closure communications.
• Partner closely with GE Vernova businesses to coach teams and strengthen customer-facing recovery and communication capabilities.
• Track and measure communication timeliness, quality, consistency, and its direct correlation to customer confidence and satisfaction.

Skills

Executive communication

Crisis management

Customer advocacy

Stakeholder comms

Education

Bachelor's degree

Job description

GE Vernova is seeking a Quality Customer Recovery & Communication Excellence Leader to define how we respond when customers experience significant issues. You will architect recovery playbooks, escalation protocols, communication standards, and executive templates to build trust through speed, transparency, ownership, and disciplined follow-through.

In this remote leadership role, you will coach teams, measure impact on customer confidence, and deliver post‑incident communications and closure