Quality - Customer Recovery & Communication Excellence Leader

Job Description SummaryDefine how GE Vernova responds when customers experience significant issues. This leader will create the recovery playbooks, escalation protocols, communication standards, executive templates, and response expectations that build trust through speed, transparency, ownership, and disciplined follow-throughJob DescriptionAt GE Vernova, we are committed to turning challenges into moments of trust. We are looking for a Quality Customer Recovery & Communication Excellence Leader to define and elevate how our enterprise responds when customers experience significant issues.In this critical leadership role, you will architect our end-to-end recovery playbooks, escalation protocols, communication standards, and executive engagement templates. By championing speed, transparency, ownership, and disciplined follow-through, you will ensure our response strategy strengthens customer confidence and long-term loyalty.Key ResponsibilitiesStrategy & Playbook Development: Develop enterprise-wide customer recovery playbooks categorized by severity, impact, and situation type.Escalation & Governance: Define robust escalation pathways, rapid response protocols, decision rights, and governance milestones for high-stakes events.Communication Standards: Establish rigorous standards for timely, transparent, fact-based customer communications, containment messaging, and recovery commitments.Executive Content Creation: Author executive updates, customer-facing letters, post-incident review templates, and formal closure communications.Capability Building: Partner closely with GE Vernova businesses to coach teams and strengthen customer-facing recovery and communication capabilities.Performance & Impact Measurement: Track and measure communication timeliness, quality, consistency, and its direct correlation to customer confidence and satisfaction.Required QualificationsBachelor's degree from an accredited university or college.Minimum of 8 years of profess