Job Description Summary

The Customer Experience Leader is responsible for leading the team owning customer accounts, contracts, and relationships for GE McAllen’s worldwide customers. In the CX Leader role, you will closely collaborate with the Director of Component Repair CX and the other CX Team Leaders from global shops, as well as the Plant Leader and GE McAllen staff to drive customer fulfillment strategy, while leading and developing a team of customer service and logistics associates. In this role you will also drive standardization and improvements across the component repair network.

Job Description

Site Overview :

The GE Aerospace facility in McAllen is one of our centers of expertise specializing in the repair of engine components used in commercial and military aircraft. These include LPT Nozzles, HPT Nozzles, and HPT Hangars. You’ll find state of the art technologies in CNC, EDM, and Coating as well as advanced technology development within our new Tech Lab!

Role Overview :

This position will own developing and delivering materials solutions for our customers, improving cash commitments for the business, leading material fulfillment from order to remittance, producing, assembling, and delivering replacement/repair parts and equipment as part of any service agreement or order. Additionally, the Customer Experience Leader role will include activities such as continuing the evolution and digitization of our repair fulfillment processes, supporting key internal and external customer commitments, and assisting with site operations, logistics & shipping to ensure on time order fulfillment to our customers.

As the Customer Experience Leader, key responsibilities will include:

• Own the fulfillment and order management process from order intake, input into internal systems through post-delivery support, including support of efforts to connect customers through portals and systemic communications
• Key contact for customer inquiries, escalations, and issue resolution
• Measuring and driving improvement in KPIs
• Establish, maintain, and cultivate customer relationships and accounts
• Lead and develop a world class customer service and logistics team, driving a culture of continuous improvement and accountability
• Build and leverage relationships with all functions (quality, materials, production) to establish customer communications and action plans
• Drive strong connectivity with the component repair network to ensure we are working to improve the overall CR customer experience
• Present product/program strategies, technical roadmaps, risks, and recommendations to senior leads (EB and SEB) across GE
• Engage in sales activities for assigned customers in collaboration with commercial teams
• Engage in portfolio & sales strategy to develop long term planning for the business
• Facilitate customer visits and serve as the lead contact for all customer inquiries from order to remittance (delivery, quality, finance, logistics, etc.)
• Support forecasting, sales, billing, and collection initiatives driving down past dues to help generate cash for the business
• Partner with operations teams to understand the delivery status of hardware, maintain accurate commit dates and help drive orders to closure
• Act as the liaison between forecasting and shop operations team to ensure site is prepared to handle anticipated work capacities and shortages
• Navigate complex processes requiring involvement of many internal as well as external stakeholders, balancing our customers’ needs and the needs of the business

Basic Qualifications:

• Bachelor’s degree from an accredited college or university
• 5+ years of experience in customer order and fulfillment, commercial contract management, or supply chain operations
• 3+ years in a people management/leadership role

Preferred Qualifications :

• Understanding of component repair value stream and services
• Strong interpersonal and leadership skills
• Proficiency/aptitude in learning and adapting order management systems
• Good commercial judgment in issue resolution

Compensation Grade

SPB1

This role requires access to U.S. export-controlled information. Therefore, employment will be contingent upon the ability to prove that you meet the status of a U.S. Person as one of the following: U.S. lawful permanent resident, U.S. Citizen, have been granted asylee or refugee status (i.e., a protected individual under the Immigration and Naturalization Act, 8 U.S.C. 1324b(a)(3)).

Additional Information

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunities 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 Aerospace will only employ those who are legally authorized to work in the United States for this opening.

Relocation Assistance Provided: Yes