GE HealthCare Senior Director - Digital Operations Excellence 

United States, Kentucky 

269150977

As the Sr. Director – Digital Experience Operations for our STO cloud application ecosystem, you will play a pivotal role in driving customer satisfaction, retention, and growth. You will lead a team of customer success professionals, solution architects, analytics and operations personnel, and partnerships leaders, ensuring that our customers derive maximum value from our innovative digital solutions.
Key Responsibilities:

• Pre-Sales Support: Collaborate with the sales team to provide technical and business expertise during the sales process, ensuring that customer needs are accurately identified and addressed. This will include helping set up processes to help region sales teams respond to tenders and RFPs.

• Solution Architecting: Design and architect tailored digital health solutions that meet customer specific requirements and deliver measurable value.

• Analytics Backbone and Management Information Systems: Develop and implement robust analytics capabilities and management information systems to track customer usage, identify opportunities for improvement, and inform decision-making.

• Upselling and Cross-Selling: Identify and pursue opportunities to upsell and cross-sell additional products and services to existing customers, driving revenue growth and enhancing customer value.

• Customer NPS: Oversee the implementation of customer Net Promoter Score (NPS) surveys and initiatives to measure customer satisfaction and identify areas for improvement.

• Customer Retention and Expansion: Drive customer satisfaction, loyalty, and retention through proactive support, relationship management, and value realization initiatives.

• Partnerships: work to create standard work for onboarding third party (3P) partners including Systems Integrators (SIs). Work across the company to manage partners and SIs to work with region teams in large deals and for implementation of in-scope applications

• Team Management: Lead and mentor a high-performing team of customer success professionals, fostering a culture of excellence and customer-centricity.

• Data-Driven Decision Making: Leverage customer data and analytics to inform decision-making, optimize customer success processes, and identify areas for improvement.

• Cross-Functional Collaboration: Partner with sales, marketing, product, and engineering teams to ensure seamless customer experiences and drive business growth.

Qualifications:

• Proven Leadership: Demonstrated ability to lead and inspire teams, build strong relationships, and drive results in a fast-paced, technology-driven environment.

• Deep Understanding of Healthcare: A strong understanding of the healthcare industry, with a focus on digital health solutions and their impact on patient outcomes.

• Customer Success Expertise: Proven track record in customer success, with a deep understanding of customer success principles, methodologies, and best practices.

• Strategic Thinking: Ability to develop and execute strategic plans that align with business goals and drive customer value.

• Data Analysis: Proficiency in analyzing customer data to identify trends, opportunities, and areas for improvement.

• Strong Communication Skills: Excellent verbal and written communication skills, including the ability to effectively present complex information to various audiences.

• Relationship Building: Strong interpersonal skills and the ability to build and maintain positive relationships with customers at all levels.

• Problem-Solving: A proven track record of solving complex customer problems and challenges in a timely and effective manner

Required Qualifications

• Bachelor's Degree in marketing, engineering, business administration or related field or equivalent with minimum 10 years of relevant experience.

• Proven leadership skills including the ability to motivate global teams to achieve business goals.

• Ability to work effectively within a matrix environment

• Must be willing to travel based on the job requirement (<30%)

Desired characteristics

• Strong Network with the External Clinical Stakeholders ‘CXO’, Hospital Directors and ‘Clinicians Level’ (in Hospitals)

• Customer focused, excellent in customer interactions

• Proven experience managing teams with Commercial and Solution Architects skills

• Knowledge of managing matrix, multi-disciplined commercial, sales enablement team.

• Proven success in Commercial growth initiatives.

• Strong Innovation and Ecosystem experience. (Preferably worked for an Innovation & Accelerator Program)

• Deep domain knowledge of healthcare processes, and informatics industry knowledge to effectively drive change with the customer

• Strong background in healthcare IT technologies, either imaging or clinical systems and IT/HCIT standards

• Excellent verbal and written communication skills in English language

• Strong communication, presentation and active listening skills

• Experience in AI and Advanced Technology, Health Platforms

• Strong ideator & passion on execution, eager for driving results.

• Experience in working with 3rd parties to deliver outcomes