Regional Customer Support Director

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

WFA Digital Insight

As the demand for skilled customer support leaders grows, with a 25% increase in job postings in the last year, professionals with expertise in managing remote teams and delivering high-quality support are in high demand. GE Vernova's commitment to innovation and customer satisfaction makes this role an attractive opportunity for those looking to make a real impact. With the rise of remote work, companies are looking for leaders who can manage global teams and drive results in a fast-paced environment. Candidates should be prepared to showcase their skills in Excel, software solutions, and team management, as well as their ability to work in a complex, evolving environment.

Job Description

About the Role

The Regional Customer Support Director role at GE Vernova is a senior leadership position responsible for leading customer support operations across Europe and MENAT. This role requires a seasoned professional with experience in managing geographically distributed teams, third-party service providers, and strategic delivery partners. The ideal candidate will have a deep understanding of customer support operations, service delivery models, and customer satisfaction metrics, as well as excellent communication, negotiation, and stakeholder-management skills.

As a leader in this role, you will be responsible for overseeing customer support for all Electrification Software transmission and distribution solutions, including grid operations, asset performance, data and analytics, and planning applications. You will work closely with regional and global leadership to align support strategies with broader grid software and services objectives, and drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources.

What You Will Do

  • Lead and manage regional customer support delivery across the EMEA grid software business, ensuring service levels, quality standards, and customer satisfaction targets are met
  • 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)
  • Strong leadership presence with the ability to guide teams through high-pressure, customer-critical situations
  • Excellent communication, negotiation, and stakeholder-management skills
  • Strategic mindset with the ability to balance operational execution and long-term improvement initiatives

Nice to Have

  • Experience working with grid operations, asset performance, data and analytics, and planning applications
  • Knowledge of software solutions and Excel
  • Experience with supplier and vendor relationship management
  • Certification in customer support or service delivery

Benefits and Perks

  • Competitive senior-level compensation
  • Flexible benefits program, allowing employees to tailor benefits to their own needs
  • Comprehensive benefits package, including health, dental, and vision insurance
  • Remote work options and flexible work arrangements
  • Opportunity to work with a global company and make a real impact on the energy industry
  • Professional development and growth opportunities
  • Access to cutting-edge technology and innovative solutions

How to Stand Out

  • Be prepared to showcase your experience in managing remote teams and delivering high-quality customer support
  • Highlight your skills in Excel and software solutions, and be prepared to provide examples of how you have used these tools in previous roles
  • Emphasize your ability to work in a fast-paced, dynamic environment and your experience in managing complex customer issues
  • Research GE Vernova's commitment to innovation and customer satisfaction, and be prepared to discuss how you can contribute to these efforts
  • Be prepared to discuss your experience with supplier and vendor relationship management, and your ability to drive knowledge sharing and process standardization across teams
  • Consider creating a portfolio or examples of your work to demonstrate your skills and experience, and be prepared to discuss your approach to customer support and service delivery

This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.