Global Client Escalation and Experience Leader

Job Description Summary

GE Vernova’s Grid Software business is seeking a dynamic and experienced Global Client Escalation and Experience Leader to lead the global escalation management framework while measuring and driving initiatives that elevate the overall customer experience. In this critical leadership role, you will serve as the central coordinator for high-impact customer escalations—ensuring timely resolution, cross-functional alignment, and systemic issue remediation that improves both operational performance and customer satisfaction.

You will oversee escalations from initiation to closure, capturing learnings and addressing root causes to drive long-term improvements across Product, Services, and Support. Your insights will directly influence roadmap priorities, risk mitigation strategies, and the continuous evolution of how we respond to our customers' most critical needs.

In parallel, you will lead efforts to define, measure, and enhance the broader customer experience across our global client base. This includes overseeing programs that assess customer health, enable proactive engagement, and elevate the Customer Experience through initiatives such as Customer Health Checks. Partnering closely with the Product, Services and Support organizations and key stakeholders, you will ensure that customer feedback informs business decisions and that our clients achieve maximum value from their investments.

This role requires a blend of operational rigor, customer empathy, and cross-functional leadership to ensure we are not only solving problems effectively but also building resilient, value-driven relationships with our customers.

Job Description Key Responsibilities:

- Escalation Management & Resolution

- Own and manage the end-to-end global escalation process, ensuring structure, visibility, and consistency across all customer-impacting issues.

- Serve as the escalation lead for high-impact, high-urgency issues—driving accountability, communication, and resolution across internal stakeholders.

- Coordinate cross-functional response teams including Product, Engineering, Support, Services, Sales, and Customer Success.

- Root Cause Analysis & Continuous Improvement

- Lead structured Root Cause Analysis (RCA) processes for critical escalations, ensuring issues are thoroughly understood and remediated.

- Identify and track systemic issues, partnering with functional leaders to implement long-term corrective and preventative actions.

- Create feedback loops to ensure learnings inform ongoing improvements in product quality, support processes, and service delivery.

- Voice of the Customer Programs (NPS/CSAT)

- Lead Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs from survey design through to insights and action planning.

- Translate customer feedback into improvements across Product, Support, and Services teams.

- Customer Escalation & Health Reporting

- Develop and maintain dashboards and reporting frameworks to track escalation KPIs, trends, resolution times, and recurring issues.

- Manage the Customer Health Score framework, incorporating leading health indicators like product usage, support trends, satisfaction metrics, and risk indicators.

- Prepare regular executive-level updates and provide insight reporting to leadership on escalation health, customer health, systemic risks, and improvement initiatives.

- Proactive Customer Success Initiatives

- Own and evolve the Catastrophic Event Readiness (Customer Health Check) program framework, enabling CSM, Support and Services field teams with standardized tools, best practices, and governance to evaluate preparedness, risk mitigation, and ensure resilience during high-impact operational events (e.g., hurricanes, fires).

- Strategic Alignment & Roadmap Influence

- Partner with Product Management to ensure customer escalation insights and RCA learnings influence product roadmap decisions.

- Ensure customer voice and field perspectives are appropriately represented in planning cycles and prioritization discussions.

- Cross-Functional Leadership & Governance

- Participate in escalation review boards and executive war rooms when needed.

- Help evolve escalation governance practices, documentation standards, and communication protocols.

- Champion a culture of accountability, urgency, and customer-centricity across the escalation lifecycle.

Qualifications

- Bachelor’s degree in Engineering, Computer Science, Business, or a related field

- 7+ years of experience in enterprise software, operations, or customer support roles, with significant experience managing escalations or incident response.

- Strong cross-functional leadership skills with a proven ability to drive alignment and execution across technical and non-technical teams.

- Deep understanding of enterprise software delivery, cloud/SaaS environments, and customer success principles.

- Experience leading Root Cause Analysis (RCA) and driving systemic corrective action programs.

- Experience designing and managing customer health models, KPIs, and voice-of-the-customer programs (e.g., NPS, CSAT).

- Excellent communication and executive presentation skills; calm under pressure and effective in crisis situations.

- Strong analytical skills with experience using data to identify trends and drive decision-making.

- Proficiency with analytics and CRM tools such as Salesforce, Gainsight, Tableau, and Power BI.

- Experience in the energy or utilities sector is a strong plus.

Additional Information

The salary range for this position is $142,400USD - $178,000USD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for 20% variable incentive compensation.

Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity 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.

General Electric Company, Ropcor, Inc., their successors, and in some cases their 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.

Additional Information

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity 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 Vernova 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).

Relocation Assistance Provided:

No

- This is a remote position