[Hiring] Quality Customer Recovery & Communication Excellence Leader @GE Vernova

Role Description

At GE Vernova, we are committed to turning challenges into moments of trust. We are looking for a Quality Customer Recovery & Communication Excellence Leader to define and elevate how our enterprise responds when customers experience significant issues. In this critical leadership role, you will architect our end-to-end recovery playbooks, escalation protocols, communication standards, and executive engagement templates. By championing speed, transparency, ownership, and disciplined follow-through, you will ensure our response strategy strengthens customer confidence and long-term loyalty.

Key Responsibilities

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

Qualifications

• Bachelor’s degree from an accredited university or college.
• 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.

Desired Characteristics

• Experience supporting strategic, tier-one, or executive-level customers.
• Proven track record in crisis management, issue resolution, or high-stakes stakeholder communications.
• A natural customer advocacy and service-recovery mindset, with a passion for turning adversity into opportunity.
• The ability to operate calmly, decisively, and empathetically under intense pressure.

Benefits

• Medical, dental, vision, and prescription drug coverage.
• Access to Health Coach from GE Vernova, a 24/7 nurse-based resource.
• Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services.
• Retirement benefits including the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions.
• Access to Fidelity resources and financial planning consultants.
• Tuition assistance.
• Adoption assistance.
• Paid parental leave.
• Disability benefits.
• Life insurance.
• 12 paid holidays.
• Permissive time off.