Senior Service Program Director

Job Description Summary

The Senior Service Program Director is responsible for leading the overall success of strategic customer service partnerships by driving customer satisfaction, operational performance, program governance, retention, profitable growth, and long-term partnership value. This role serves as the senior customer-facing leader and strategic point of accountability for assigned enterprise healthcare systems, ensuring GE HealthCare delivers on service commitments, operational expectations, contractual obligations, and business outcomes.

The Senior Director provides business and program management leadership across the GE HealthCare–customer service partnership, developing strategies that support customer satisfaction, retention, growth, and operational excellence. This role works in close alignment with Executive Client Director, regional service teams, functional centers of excellence, commercial partners, finance, field service, supply chain, engineering, and executive leadership to ensure a coordinated, enterprise-wide approach to customer success.

This role also includes direct people leadership responsibility for 5+ direct reports, which may include Service Program Managers, Enterprise Program Managers, Asset Management Leaders, and other customer operations or program leadership roles. The Senior Director is accountable for building team capability, setting clear expectations, coaching performance, aligning work to business priorities, and ensuring consistent execution across the customer operations organization.

Job Description

Key Responsibilities

1. Strategic Customer Partnership & Executive Engagement

• Serve as the senior strategic customer interface for assigned enterprise service partnerships.
• Build and maintain long-term relationships with executive, operational, clinical, technical, and administrative customer stakeholders.
• Establish trusted partnership with customer leadership to understand priorities, business objectives, pain points, and opportunities for value creation.
• Lead executive governance discussions, strategic business reviews, and senior-level customer engagement routines.
• Represent GE HealthCare in strategic, operational, contractual, and business discussions with the customer.
• Protect and strengthen the customer relationship by ensuring issues are addressed proactively, transparently, and with clear ownership.
• Identify opportunities to expand partnership value, strengthen retention, and protect against competitive threats.

2. Service Partnership Governance & Operational Leadership

• Lead the overall governance model for assigned customer partnerships, ensuring clear operating mechanisms, escalation paths, communication routines, and decision-making processes are in place.
• Implement robust reporting and review processes to track service performance, program progress, KPIs, customer commitments, operational risks, financial performance, and project status.
• Ensure internal and external governance routines are effective, action-oriented, and aligned to customer and GE HealthCare objectives.
• Facilitate alignment across account teams, regional service teams, field service, functional centers of excellence, and commercial partners.
• Drive operational discipline across customer programs to ensure commitments, deliverables, and improvement actions are completed on time.
• Lead regular program, technical, operational, and executive reviews with customers and internal leadership.

3. People Leadership & Team Development

• Directly lead, coach, and develop a team of 5+ direct reports, including roles such as SPM, EPM, AML, and other customer operations/program leadership positions.
• Set clear performance expectations, priorities, operating rhythms, and accountability standards for direct reports.
• Coach team members on customer engagement, communication, escalation management, project execution, executive readiness, and operational ownership.
• Build leadership capability across the team by developing talent, identifying skill gaps, supporting career growth, and creating development plans.
• Establish consistent team standards for customer communication, business reviews, contract governance, escalation management, reporting, and follow-through.
• Conduct regular 1:1s, team operating reviews, performance check-ins, and development conversations.
• Create a high-accountability, customer-centric culture focused on ownership, proactive communication, operational excellence, and measurable outcomes.
• Ensure team members are aligned to customer priorities, GE HealthCare strategy, regional objectives, and service delivery commitments.

4. Customer Satisfaction, Retention & Growth

• Own strategic programs that improve customer satisfaction, customer experience, and long-term retention.
• Develop and execute customer success strategies that support service partnership health, contract renewal, expansion opportunities, and customer loyalty.
• Partner with commercial and account teams to identify growth opportunities, renewal risks, service expansion needs, and broader GE HealthCare portfolio solutions.
• Use customer feedback, performance data, and Voice of Customer insights to drive continuous improvement and strengthen partnership value.
• Proactively identify risks to customer satisfaction and lead mitigation plans across internal teams.
• Ensure customer priorities are translated into measurable actions, owners, timelines, and outcomes.

5. Contract, Financial & Business Performance Leadership

• Provide leadership oversight for service partnership performance against contractual, operational, financial, and customer commitments.
• Ensure appropriate contract documents, acceptance certificates, variation agreements, governance documentation, and customer-facing commitments are completed accurately and on time.
• Partner with finance, commercial, service, and operations teams to monitor profitability, cost performance, operational risk, billing issues, and contract health.
• Establish operational mechanisms to manage long-term program liabilities, customer obligations, quality expectations, safety requirements, and profitability objectives.
• Support contract renewal strategies, expansion discussions, financial reviews, and customer business planning.
• Drive accountability for accurate reporting, issue resolution, milestone tracking, and financial performance visibility.

6. Escalation Leadership & Enterprise Problem Resolution

• Lead senior-level customer escalations and high-visibility service events requiring cross-functional alignment and executive awareness.
• Act as the customer advocate within GE HealthCare while balancing customer needs, contractual obligations, operational realities, and business objectives.
• Ensure escalations have clear ownership, timeline, communication plan, root-cause review, and corrective action path.
• Coordinate across field service, supply chain, engineering, technical support, commercial, finance, and leadership teams to resolve complex issues.
• Communicate transparently with customer and internal stakeholders during critical events.
• Drive sustainable corrective actions to prevent repeat issues and improve service delivery.

7. Program Management, Project Execution & Operational Excellence

• Lead enterprise-level programs, initiatives, and workstreams that support service partnership success.
• Track programmatic and project progress against agreed plans, customer commitments, KPI targets, operational risks, cost expectations, and performance objectives.
• Drive operational excellence initiatives that improve efficiency, customer experience, profitability, service delivery, and internal accountability.
• Collaborate with customers and internal teams to develop and communicate best practices across the enterprise.
• Ensure program updates, dashboards, action logs, and leadership reports are accurate, timely, and outcome-focused.
• Hold internal stakeholders accountable for execution of customer commitments and continuous improvement actions.

8. Cross-Functional Leadership & Enterprise Alignment

• Lead through influence across a matrixed organization to align resources, remove barriers, and ensure customer commitments are achieved.
• Partner closely with Account Executives, Service Leadership, Field Service, Finance, Commercial, Supply Chain, Engineering, Legal, Quality, and Centers of Excellence.
• Ensure communication is clear and consistent across customer teams, internal leadership, direct reports, and support functions.
• Represent customer needs and operational risks in internal leadership discussions.
• Build alignment across GE HealthCare teams to deliver a unified customer experience.

9. Compliance, Quality & Risk Management

• Ensure customer programs operate in alignment with GE HealthCare policies, quality requirements, contractual obligations, governance expectations, and safety standards.
• Monitor operational risk, service performance risk, project risk, customer satisfaction risk, and financial risk across assigned partnerships.
• Ensure appropriate documentation, reporting, contract records, customer commitments, and governance materials are maintained.
• Support audits, operational reviews, compliance activities, and customer governance requirements as needed.

Desired Attributes

The successful Senior Director demonstrates:

• Executive presence and strong customer-facing leadership
• Ability to build trust with senior customer stakeholders
• Strong people leadership, coaching, and team development capability
• High accountability and ownership mindset
• Ability to lead through influence in a matrixed environment
• Strong business acumen, including financial, operational, and contractual awareness
• Customer-centric decision making
• Strategic thinking balanced with operational execution
• Strong communication and executive-level presentation skills
• Ability to synthesize complex issues and communicate clear actions
• Strong program management and governance discipline
• Ability to drive retention, growth, and partnership value
• Confidence leading escalations and complex problem resolution
• Continuous improvement mindset
• Ability to build scalable processes and consistent operating rhythms

Qualifications

Required

• Bachelor’s degree in Business, Healthcare Administration, Engineering, Operations, or related field.
• 8+ years of healthcare project/program management, service leadership, customer operations, or related experience.
• 5+ years of direct team leadership experience.
• Experience leading teams of 5+ direct reports, including customer-facing, operational, program management, or service leadership roles.
• Demonstrated ability to lead customer relationships, service partnerships, program governance, and cross-functional execution.
• Strong communication skills with the ability to synthesize complex issues and communicate clearly to executive, customer, and internal audiences.
• Demonstrated ability to energize, develop, coach, and build rapport with teams and stakeholders at all levels of an organization.
• Strong operational, financial, analytical, and problem-solving skills.
• Ability to lead through influence in a matrixed organization.
• Willingness to travel as required to support customer engagement, team leadership, and partnership governance.

Preferred

• Experience leading strategic healthcare service partnerships or enterprise customer operations.
• GE HealthCare Diagnostic Imaging, Clinical Services, or healthcare technology service experience.
• Experience working directly with hospital administration, executive customer leadership, or enterprise healthcare systems.
• Experience in service delivery, account management, consulting, project management, process improvement, or Lean/Six Sigma environments.
• Strong knowledge of healthcare service lines, operational planning, P&L management, balance sheets, capital planning, and contract performance.
• Experience leading teams that include Service Program Managers, Enterprise Program Managers, Asset Management Leaders, or similar customer operations roles.
• Experience supporting customer retention, contract renewals, growth initiatives, and strategic governance models.

Measures of Success

Success in this role is measured by:

• Customer satisfaction and executive relationship strength
• Customer retention and renewal performance
• Growth opportunity identification and partnership expansion support
• Contract performance and profitability
• Service delivery performance against agreed KPIs
• Operational governance effectiveness
• Escalation resolution effectiveness
• Program execution and milestone achievement
• Team performance, engagement, retention, and development
• Direct report performance against role expectations and customer commitments
• Quality and consistency of business reviews, customer communication, and leadership reporting
• Cross-functional alignment and execution discipline
• Risk identification and mitigation effectiveness
• Continuous improvement impact
• Compliance with contractual, operational, safety, and quality requirements

We will not sponsor individuals for employment visas, now or in the future, for this job opening.

For U.S. based positions only, the pay range for this position is $196,800.00-$295,200.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

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.