at GE HealthCare in Remote, United States
Job Description
Job Description Summary
This position is responsible for executing programs and projects to deliver “best-in-class” customer experience for telephony technologies in the Americas region. This includes managing fixed-line telephony, unified communications for employees, and contact center solutions for customer-facing service centers, call centers, remote engineers, and technical support engineers. The role involves delivering highly complex, cross-disciplinary programs that span multiple organizations and various stakeholders within GEHC, customer support, operations, and partners. The role encompasses defining and executing programs, tracking key metrics, and ensuring milestones are met on time, within budget and of desired quality. The selected candidate will also represent the GEHC Telecom and CCaaS team as a point of escalation in the region.
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
+ Serve as the regional representative for all Information Security & Infrastructure (IS&I) provided telephony products and services, support the voice operations leader in the region, including deployment and financial management of services such as landlines, local exchange circuits (LEC), electronic voice mail (EVM), PFax/EFax, and call center technology platform.
+ Drive key programs and initiatives in the Americas region, such as the rollout of cloud CCaaS and UCaaS, and legacy system remediation.
+ Engage with telephony and CCaaS vendors in the region.
+ Collaborate with business and functional partners and technology leadership in defining functionality and specifying requirements
+ Outline multi-generational project strategy aligned to telephony product roadmap/strategy to deliver on the expected outcomes
+ Implement telephony and contact center technology strategy across the Americas region.
+ Organize project teams comprising from internal and external technical and functional experts based on budget, scope and timeline
+ Define and implement processes for coordination and communication between organizations and GEHC stakeholders.
+ Manage day-to-day execution of multiple interdependent projects by working directly with global technical teams (Telecom, Workplace Digital Experience, Network, Cyber, Compliance, etc.) to successfully deliver telephony services.
+ Continuously track and monitor program status and metrics to ensure milestones and delivery commitments are met.
+ Resolve day-to-day issues related to strategy implementation and escalate issues impacting internal customers or strategic initiatives.
+ Participate in key telephony initiatives as a project member, executing defined tasks to achieve project goals.
+ Manage project risks, scope changes and other non-standard events throughout the life of the project
+ Manage stakeholder communication and progress reporting at various levels of the organization including leadership and executives
+ Ensure quality of deliverables is verified and matching stakeholder expectations
+ Track project outcomes realization and customer satisfaction levels through established metrics against service level. Ensure lessons learned are collected
+ Perform initial and final financial reviews, and ensure ongoing budget tracking
+ Foster a positive, collaborative, respectful, innovative, and dynamic work culture with high integrity, capable of driving positive change over sustained periods.
Qualifications
+ Bachelor’s Degree in with minimum 8 years of experience
Desired Characteristics
+ Proven experience in managing deployment of contact center and telephony solutions
+ Knowledge of telecom regulations in Americas
+ Knowledge of Data Privacy regulations
+ Proven experience using project management methodologies to deliver business value and drive significant change across an organization
+ Experience managing budgets including budget and spend
+ Strong understanding and knowledge of various project and portfolio management methodologies with track record of implementing shared standards for large organizations
+ Strong leadership skills with ability to influence outcomes and organize teams to attain shared goals
+ Excellent influencing, interpersonal and communications skills (both written and verbal) with all levels of an organization
+ Self-starter – requires minimal direction to accomplish goals
+ Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
+ Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources
+ Experience working with others on a global basis
+ Applies knowledge to coach and mentor others
+ Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
+ Strong analytical and strong problem solving skills -communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve, creates actionable strategies and operational plans
+ Change oriented – actively generates process improvements, champions and drives change initiatives, confronts difficult circumstances in creative ways, balances multiple and competing priorities and executes accordingly
+ PMP, ScrumMaster or related Project Management certifications
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.
\#LI-BR3
\#LI-Remote
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
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