Job Description SummaryThe CRM Program Leader is accountable for overseeing the end-to-end management of the CRM ServiceMax in the USA and Canada. This position will interface with the stakeholders like IB, Field team, Technical, Commercial, finance and digital team to understand the current Siebel CRM process and data associated with it. Will work with the cross functional team to migrate the CRM platform from Siebel to ServiceMax. This role will also drive change management associated with the process, work relentlessly to understand any gap associated with the process and perform quick course correction so that the field processes run smoothly without impacting customers.This is a hybrid role for the Pewaukee WI site (GE HealthCare Institute) that will require work onsite and will also allow for flexibility to work from home.GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.Job DescriptionRoles and Responsibilities
Lead the overall Service Max E2E project planning and execution. Support design of the service processes and overview of the end-to-end processes.
Use the BI and data lake to drive the data cleanup and mapping in line with the global structures.
Ensures all the dashboards and reports are in sync with the ServiceMax.
Develops, coordinates, and enforces policies, procedures, wing-to-wing process maps and productivity standards.
Prepares reports for senior-level management to help track their team’s progress.
Escalate to the managers, if any issue is holding the progress of ServiceMax deployment.
Work closely with IT to prioritize and deploy.
Work with the cross-functional team to execute milestones as per the defined timeline and ensure the critical due dates are set and aligned within the team.
Coordinate global and regional efforts to drive baselining, standardization, and optimization.
Ensure that the working practices align with the global operating model and standard operating procedures.
Provides up-to-date documentation, descriptions, and flow diagrams, ensuring any changes are documented and communicated effectively.
Sets and monitors quality standards for the overall IB E2E program and its attributes, such as metrics and KPIs.
Develop and manage key performance indicators (KPIs) associated with the implementation and effectiveness of industrial safety programs.
Required Qualifications
Bachelor’s degree in engineering or technical discipline, project management or related
Minimum 5 years of experience in one or more of the following: Managing Business Intelligence and/or Data Management of USCAN overall Service Operations including service delivery and commercials.
Minimum 5 years of experience in CRM management.
Proven leadership skills to drive projects in a complex environment with several stakeholders.
Strong analytical skills demonstrating an ability to identify root causes of problems, generate and evaluate creative alternative solutions, and implement problem resolutions quickly and effectively with fact-based decisions.
Effective benefit-oriented presentation skills and robust influencing skills
Desired Characteristics
Excellent oral and written communication skills.
Strong interpersonal and leadership skills.
Demonstrated ability to analyze and resolve problems.
Demonstrated ability to lead programs/projects.
Ability to document, plan, market, and execute programs.
Established project management skills.
Proven ability to effectively communicate across a distributed workforce.
The ability to create a self-sustaining culture of continuous improvement where all employees are treated with mutual respect, and their ideas and contributions are recognized and valued.
Exceptional interpersonal skills and experience to lead a team that is accountable for digital project delivery or operations.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.Additional InformationGE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.pdf) . 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 HealthCare 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).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.Relocation Assistance Provided: No