Quality - Customer Recovery & Communication Excellence Leader

Job description

Job Description

Summary Define how GE Vernova responds when customers experience significant issues. This leader will create the recovery playbooks, escalation protocols, communication standards, executive templates, and response expectations that build trust through speed, transparency, ownership, and disciplined follow-through

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.

Required 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. 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 #LI-Remote - This is a remote position For candidates applying to a U.S. based position, the pay range for this position is between $107,600.00 and $179,200.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.

Bonus eligibility

discretionary annual bonus. This posting is expected to remain open for at least seven days after it was posted on October 29, 2026. Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, 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 Vernova 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 financial planning consultants.

Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off. GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova 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 GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.