Customer Delivery & Experience Leader

Director Of Customer Experience

As the Director Of Customer Experience at the Peebles Test Facility, you will play a pivotal role in shaping and enhancing the customer journey. This leadership position is responsible for ensuring exceptional service delivery, driving continuous improvement, and fostering strong relationships with customers and stakeholders. You will lead cross-functional teams to optimize processes, resolve escalated issues, and deliver on commitments, all while aligning with GE Aerospace's core priorities: Safety, Quality, Delivery, and Cost (SQDC). This role is ideal for a dynamic leader who thrives in a fast-paced environment, is passionate about customer satisfaction, and is committed to driving operational excellence.

Roles and Responsibilities

Customer Service Leadership:

Oversee customer service operations to consistently meet or exceed targets for Safety, Quality, Delivery, and Cost.

Continuous Improvement:

Champion the site's continuous improvement culture through GE Aerospace's FLIGHT DECK operating model.

Customer Communication:

Build and maintain strong communication channels with customers and stakeholders, ensuring commitments are met and risks/opportunities are effectively managed.

Customer Insights:

Serve as the voice of the customer, providing valuable insights to the site team to drive customer-centric decision-making.

Capacity Planning:

Work with business leadership to understand demand, improve processes, and ensure capacity (both soft and hard) is in place to support customer needs.

Delivery Planning:

Develop adaptive and effective delivery plans to meet customer needs in a dynamic environment.

Issue Resolution:

Address escalated issues with urgency and professionalism, ensuring positive outcomes for both customers and the organization.

Process Optimization:

Collaborate with internal teams to streamline processes, solve problems, and enhance service quality.

Performance Metrics:

Establish and track key performance indicators (KPIs) for customer satisfaction and delivery performance, serving as the black-dot owner for delivery metrics.

Transformation Initiatives:

Drive customer delivery transformation plans, leveraging action planning and operating cadences to execute improvements.

Strategic Leadership:

Contribute to site strategy as part of the leadership team, aligning customer-focused initiatives with organizational goals.

Required Qualifications

Bachelor's Degree from an accredited university or college + Minimum of 5 years of experience in overseeing customer service operations to consistently meet or exceed targets for Safety, Quality, Delivery, and Cost.

Desired Characteristics

Respect for People:

We put safety first, we lead with transparency and value inclusive teams, and we contribute to each other's development.

Continuous Improvement:

We act with humility and are always in search of a better way, we learn from our shortcomings while celebrating our wins, and we embrace candor by sharing information to solve problems.

Customer-Driven:

We deliver with focus, prioritizing work and maximizing impact; we measure performance through the lens of our customer; and we actively listen to internal and external sources to learn.

Leadership Experience:

Proven track record in customer service management with strong communication and interpersonal skills.

Operational Expertise:

Knowledge of manufacturing disciplines such as production and inventory control, with a commitment to SQDC principles.

Cross-Functional Collaboration:

Ability to influence and work effectively across teams in a highly collaborative environment.

Lean Methodologies:

Familiarity with Lean principles, including Standard Work, Value Stream Management, Flow, and Takt Time.

GE Knowledge:

Understanding of GE products, processes, customer requirements, and financial/budgeting processes.

Digital Proficiency:

Skilled in digital tools such as Excel, PowerPoint, business analytics software, and Outlook.

GE Aerospace offers comprehensive benefits and programs to support your health and, along with programs like HealthAhead, your physical, emotional, financial and social wellbeing. Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach from GE Aerospace; and the Employee Assistance Program, which provides 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Aerospace Retirement Savings Plan, a 401(k) savings plan with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.

GE Aerospace (General Electric Company or the Company) and its affiliates each sponsor certain employee benefit plans or programs (i.e., is a "Sponsor"). Each Sponsor reserves the right to terminate, amend, suspend, replace or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor's welfare benefit plan or program. This document does not create a contract of employment with any individual.

Compensation Grade

SPB3

This role requires access to U.S. export-controlled information. Therefore, for applicants who are not U.S. lawful permanent residents, U.S. Citizens, or have been granted asylee or refugee status (i.e., not a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3), otherwise known as a U.S. Person), employment will be contingent on the ability to obtain authorization for access to U.S. export-controlled information from the U.S. Government.

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunities Employer.

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 Aerospace will only employ those who are legally authorized to work in the United States for this opening.

Relocation Assistance Provided: Yes