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Lead Technical Program Manager for Telephony Solutions

2 months ago

Waukesha, Wisconsin, United States GE Healthcare Full time
Job Overview
This role is pivotal in steering programs and initiatives aimed at delivering exceptional customer experiences through telephony technologies across the Americas. Responsibilities include overseeing fixed-line telephony, unified communications for personnel, and contact center solutions for customer-facing service points, call centers, remote technical staff, and support engineers. The position requires managing intricate, cross-functional programs that involve multiple organizations and diverse stakeholders within GE HealthCare, customer support, operations, and partners. The incumbent will be tasked with defining and executing programs, monitoring key performance indicators, and ensuring that project milestones are achieved on schedule, within budget, and to the expected quality standards. The selected individual will also act as the escalation point for the GE HealthCare Telecom and CCaaS team in the region.

Key Responsibilities
  • Act as the regional liaison for all Information Security & Infrastructure (IS&I) telephony products and services, supporting the voice operations leader, including the implementation and financial oversight of services such as landlines, local exchange circuits (LEC), electronic voicemail (EVM), PFax/EFax, and call center technology platforms.
  • Lead significant programs and initiatives in the Americas, including the deployment of cloud-based CCaaS and UCaaS solutions, as well as the remediation of legacy systems.
  • Engage with telephony and CCaaS vendors throughout the region.
  • Collaborate with business and functional partners, along with technology leadership, to define functionalities and specify requirements.
  • Develop a multi-generational project strategy that aligns with the telephony product roadmap to achieve desired outcomes.
  • Implement the telephony and contact center technology strategy across the Americas.
  • Assemble project teams from both internal and external technical and functional experts based on budget, scope, and timeline.
  • Establish and execute processes for coordination and communication among organizations and GE HealthCare stakeholders.
  • Oversee the daily execution of multiple interdependent projects by collaborating directly with global technical teams (Telecom, Workplace Digital Experience, Network, Cyber, Compliance, etc.) to successfully deliver telephony services.
  • Continuously monitor program status and metrics to ensure that milestones and delivery commitments are met.
  • Address daily issues related to strategy implementation and escalate matters affecting internal customers or strategic initiatives.
  • Participate in key telephony initiatives as a project member, executing assigned tasks to meet project objectives.
  • Manage project risks, scope alterations, and other exceptional events throughout the project lifecycle.
  • Facilitate stakeholder communication and progress reporting at various organizational levels, including leadership and executives.
  • Ensure the quality of deliverables is verified and aligns with stakeholder expectations.
  • Track project outcome realization and customer satisfaction levels through established metrics against service levels, ensuring lessons learned are documented.
  • Conduct initial and final financial reviews, ensuring ongoing budget tracking.
  • Promote a positive, collaborative, respectful, innovative, and dynamic work culture with high integrity, capable of driving sustained positive change.
Qualifications
  • Bachelor's Degree with a minimum of 8 years of relevant experience.
Preferred Attributes
  • Demonstrated experience in managing the deployment of contact center and telephony solutions.
  • Familiarity with telecom regulations in the Americas.
  • Understanding of Data Privacy regulations.
  • Proven track record in utilizing project management methodologies to deliver business value and drive significant organizational change.
  • Experience in budget management, including tracking budget and expenditures.
  • Strong knowledge of various project and portfolio management methodologies, with a history of implementing shared standards in large organizations.
  • Exceptional leadership skills with the ability to influence outcomes and organize teams to achieve common goals.
  • Excellent communication skills (both written and verbal) at all organizational levels.
  • Self-motivated, requiring minimal direction to achieve objectives.
  • Strong interest in current and emerging technologies, demonstrated through training, job experience, or industry involvement.
  • Collaborative team player who effectively incorporates input from diverse sources to solve problems.
  • Experience working in a global context.
  • Ability to coach and mentor others.
  • Customer-focused, evaluating decisions from the customer's perspective and building strong relationships.
  • Strong analytical and problem-solving skills, capable of making clear and concise decisions based on data.
  • Change-oriented, actively promoting process improvements and driving change initiatives.
  • PMP, ScrumMaster, or related Project Management certifications.
At GE HealthCare, we expect all employees to embody our core values: to act with humility and build trust; lead with transparency; deliver with focus; and drive ownership, always with unwavering integrity.

Our comprehensive rewards package is designed to empower your ambition, providing the support and flexibility needed to transform your ideas into impactful realities. Our compensation and benefits reflect our global strength and scale, offering numerous career opportunities in a culture that values care, collaboration, and support.

GE HealthCare is an Equal Opportunity Employer, committed to creating a diverse and inclusive work environment.