Global Program Manager, Customer Experience Center

GE HealthCare is building a flagship Customer Experience Center in Waukesha. The Global Program Manager will lead its launch readiness and ongoing operations, establishing processes and systems, managing vendors and budgets, and measuring customer and commercial outcomes.

Responsibilities:

• Own the integrated master schedule across design, equipment, content, installation and go-live readiness; maintain the risk register, decision log and escalation paths
• Run launch readiness checkpoints, go/no-go reviews, soft launch and dry-run visits; track and close punch-list items
• Manage change requests and scope control, and assess impact to schedule and cost
• Turn the CEC briefing lifecycle (pre-brief, briefing day, post-briefing) into documented standard work, checklists, service levels and runbooks for every visit type and service tier
• Standardize processes for customer visits, internal meetings and events: travel, registration, AV, catering, billing and visitor logistics
• Define the compliance workflow for visits, including Transfer of Value documentation, NDAs, photography and audit requirements, with Legal and Compliance
• Implement, enforce and standardize the Nexus briefing management platform; scope and deliver enhancements for intake, agendas, speaker and SME coordination, and calendars
• Lead the Nexus–Salesforce integration so every visit, attendee and outcome is captured against the opportunity
• Build reporting dashboards for visit volume, CSAT, influenced pipeline and revenue, win rate, utilization and cost per visit
• Lead vendor selection, contracting and negotiation for AV, catering, event services and operations; set and monitor SLAs, including AV maintenance
• Manage budgets, PO issuance, invoice approvals and forecasts; reduce spend through procurement best practice and by minimizing change orders
• Run day-to-day program operations, calendar and capacity planning, vendor performance and budget
• Report CEC performance and commercial contribution monthly and quarterly; use the data to improve the process and direct investment
• Continuously improve the visit process and tools as volume grows; prepare the model to scale to additional centers and regions
• Host and plan customer engagements as needed, coach sales leads on visit strategy, and write copy for event communications and printed materials
• Comply with GE HealthCare’s Quality Manual, Quality Management System and all applicable regulatory requirements
• Complete all required training within defined timelines
• Proactively identify, document and report any quality or compliance concerns

Requirements:

• Bachelor's degree in Business, Project Management, Events, Healthcare Management or a related field
• 7+ years of program or operations management experience
• Proven experience managing vendors, budgets, POs and invoices at scale
• Proven ability to lead complex, cross-functional programs, establish effective processes, runbooks and governance, and align diverse or competing stakeholder priorities around a shared vision
• Familiarity with compliance workflows in regulated industries
• Excellent written and verbal communication
• Experience building and managing data and dashboards that measure program and project health, performance and outcomes
• Proven ability to partner effectively with Sales to advance commercial priorities and positively influence revenue
• We will not sponsor individuals for employment visas, now or in the future, for this job opening
• GE HealthCare will only employ those who are legally authorized to work in the United States for this opening
• experience with large-scale events, visitor programs or briefing centers preferred
• medical device or healthcare preferred
• Healthcare industry experience (medical devices, imaging, diagnostics)
• Hands-on experience with briefing management platforms and Salesforce, including reporting and integrations
• Experience opening a new facility or launching a new customer-facing program
• Experience working with creative agencies and digital/CMS production teams; global events and multinational vendor oversight
• PMP or change management certification