Global Program Manager, Customer Experience Center

GE HealthCare · Waukesha · $100,000–$150,000 (stated in the posting)

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Job Description Summary

Job Description

Position Summary

GE HealthCare is creating a 30,000-square-foot Customer Experience Center (CEC) flagship at its Waukesha campus, targeted to open in September 2027. The CEC will bring the full enterprise portfolio to life through care pathways, clinical workflows, multimodality solutions, digital and AI capabilities, software, services and lifecycle value. It is a strategic account platform, not a product showroom: a place where health system leaders experience what GE HealthCare can do for their patients, clinicians and business.

The Global Program Manager is the Senior Director’s second-in-command and the operational backbone of the CEC. You will turn the CEC operating model into reality: the visit process, the systems that run it, the vendors that support it and the budget that funds it. Before opening, you will drive launch readiness across design, equipment, content, installation and technology. After opening, you will run a program built to deliver white-glove experiences at scale, from roughly 170 visits a year toward 300.

This is a build role. You will design the standard work, runbooks and governance, stand up the Nexus briefing platform and its Salesforce integration, and give the CEC the data it needs to prove its commercial value.

Why This Role Matters

• Enterprise narrative made real. The CEC is the physical proof point for GE HealthCare’s shift from product-led communications to outcomes-based, care-pathway storytelling across Advanced Imaging Solutions, Patient Care Solutions (PCS), Pharmaceuticals Diagnosis Product (PDx), Services and Software Solutions.

• Direct commercial impact. Executive briefing environments are among the highest-converting assets in B2B healthcare selling. The CEC will be measured on influenced pipeline, deal velocity, win rate and customer satisfaction.

• Built from day one. You join the founding team alongside the Senior Director, shaping how the center works before its doors open, not inheriting someone else’s playbook.

• One enterprise, one room. The CEC is one of the few places where every business unit shows up together, as one enterprise offering, in front of the customer.

Scope and Working Relationships

• Team: Founding member of a CEC team of ~7 at opening, growing to 14 roles at full scale. Works closely with the Briefing Manager, Operations Manager and Content Strategy & Governance Manager.

• Budget: Manages day-to-day budget execution, purchase orders, invoices, forecasts and cost tracking for the CEC program.

• Key partners: Sales and Strategic Accounts, Segment and Product Marketing, Global Real Estate & Facilities, IT/AV, Digital and MarTech (Salesforce), Finance, Procurement, Legal/Compliance, and agency and vendor partners.

Phase 1 — Pre-Opening: January through September 2027

The mandate is to get the CEC ready to run on day one: process, tools, vendors and readiness gates in place and tested.

Program Management and Launch Readiness

• 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.

Operating Process and Standard Work

• 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.

Systems and Measurement

• 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.

Vendors and Budget

• 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.

Phase 2 — Post-Opening: September 2027 Forward

The mandate shifts from building the program to running it reliably and proving its value.

• 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.

How Success Will Be Measured

• Readiness: CEC opens on schedule with standard work, Nexus, Salesforce integration and vendor contracts live.

• Operational excellence: visits delivered on time and to standard; on-time readiness gates; few day-of escalations.

• Data and insight: every visit captured in Nexus and Salesforce; performance dashboards in use by CEC and commercial leadership.

• Financial discipline: delivery against budget, controlled change orders and improving cost per visit.

Qualifications

Required

• Bachelor’s degree in Business, Project Management, Events, Healthcare Management or a related field.

• 7+ years of program or operations management experience; experience with large-scale events, visitor programs or briefing centers preferred.

• 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 (medical device or healthcare preferred).

• 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.

• Willingness to be based in the Milwaukee / Waukesha area with regular on-site presence.

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.

What We Value

• Builds structure where none exists, and keeps it simple.

• Calm under pressure on visit day; sweats the details so Sales can focus on the customer.

• Uses data to make decisions and tell the CEC’s story.

Quality and Compliance

• 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.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity 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 HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No

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