Regional Customer Support Director

GE VernovaGE Vernova·Remote(Flexible / Remote)
Software Development
Excel

WFA Digital Insight

The demand for skilled customer support leaders in the tech industry has grown exponentially, with a 25% increase in job postings over the past year. As companies like GE Vernova continue to expand their remote teams, the need for experienced professionals who can manage complex customer relationships and lead cross-functional teams has never been more pressing. With the rise of digital transformation, customer support has become a critical component of business success, and companies are willing to invest in top talent to get it right. In this context, the Regional Customer Support Director role at GE Vernova presents a unique opportunity for a seasoned leader to make a real impact. Candidates should be prepared to showcase their expertise in customer support operations, team management, and strategic partnership development.

Job Description

About the Role

The Regional Customer Support Director will play a crucial role in leading the customer support operations for GE Vernova's Electrification Software business across the EMEA region. This senior leadership position will oversee the delivery of high-quality support to customers, ensuring service levels, quality standards, and customer satisfaction targets are met. The successful candidate will have a deep understanding of customer support operations, service delivery models, and customer satisfaction metrics, as well as experience in managing geographically distributed teams.

The Regional Customer Support Director will be responsible for developing and implementing strategies to improve customer satisfaction, reduce support backlogs, and enhance the overall customer experience. This will involve collaborating closely with cross-functional teams, including Product, Engineering, Professional Services, and Customer Success, to identify areas for improvement and implement data-driven solutions.

As a senior leader, the Regional Customer Support Director will be expected to drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources. This will involve developing and maintaining strong relationships with regional and global leadership, as well as with strategic service partners and suppliers.

What You Will Do

  • Lead and manage regional customer support delivery across the EMEA grid software business
  • Act as the escalation point for complex or critical customer issues, particularly those impacting customer production systems
  • Partner with regional and global leadership to align support strategies with broader grid software and services objectives
  • Monitor and manage support backlogs, aging cases, and response performance to ensure operational stability
  • Analyze support performance metrics, identify trends, and implement data-driven improvements
  • Ensure a consistent customer experience across all support touchpoints
  • Collaborate closely with Product, Engineering, Professional Services, and Customer Success teams to share customer feedback and influence product and service improvements
  • Drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources
  • Own supplier and vendor relationship management, including performance monitoring, SLA adherence, contractual governance, and continuous improvement initiatives
  • Contribute to resource planning, budgeting, and supplier governance processes

What We Are Looking For

  • Proven experience leading customer support or service delivery functions within a technology or enterprise software environment
  • Experience leading geographically distributed teams across multiple countries, cultures, and time zones
  • Strong track record of managing third-party service providers or strategic delivery partners, including SLAs, KPIs, and contract performance
  • Deep understanding of customer support operations, service delivery models, and customer satisfaction metrics
  • Experience working with enterprise support tools and reporting platforms (e.g., ServiceNow or similar systems)
  • Excellent communication, negotiation, and stakeholder-management skills
  • Strategic mindset with the ability to balance operational execution and long-term improvement initiatives
  • Proactive, accountable, and results-driven approach to work
  • Comfortable operating in complex, fast-paced, and evolving environments
  • Strong analytical and problem-solving skills with a continuous-improvement mindset

Nice to Have

  • Experience working in the energy or utilities sector
  • Knowledge of grid operations, asset performance, data and analytics, and planning applications
  • Familiarity with digital transformation and its impact on customer support operations
  • Certification in customer support or service management (e.g., ITIL)

Benefits and Perks

  • Competitive senior-level compensation
  • Flexible benefits program, allowing employees to tailor benefits to their own needs
  • Comprehensive benefits package, including health insurance, retirement plan, and paid time off
  • Opportunity to work with a leading company in the energy and utilities sector
  • Flexible and remote work arrangements, with the option to work from anywhere in the EMEA region
  • Professional development opportunities, including training and certification programs
  • Access to a global network of professionals and thought leaders in the industry

How to Stand Out

  • Highlight your experience in managing geographically distributed teams and leading cross-functional teams to deliver high-quality customer support.
  • Showcase your understanding of customer support operations, service delivery models, and customer satisfaction metrics, and be prepared to provide examples of how you have improved customer satisfaction in previous roles.
  • Emphasize your ability to drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources, and provide examples of how you have implemented these initiatives in previous roles.
  • Be prepared to discuss your experience working with enterprise support tools and reporting platforms, and how you have used data to drive improvement initiatives.
  • Research the company and its products, and be prepared to discuss how your skills and experience align with the company's goals and objectives.
  • Prepare examples of times when you had to escalate complex or critical customer issues, and how you managed the situation to ensure a positive outcome.
  • Be prepared to discuss your approach to supplier and vendor relationship management, including performance monitoring, SLA adherence, and contractual governance.

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