Call Centre Leader – Process & Field Operations

GE HealthCare

. Provide operational leadership and governance for Call Centre processes, workflows, and supporting technologies .

Posted 11/5/2026full-timeRemote • CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational leadership and governance for Call Centre processes, with a strong focus on process improvement, digital operations, and cross-functional collaboration. Proficient in translating operational requirements into functional specifications and managing system testing and user acceptance processes.

Highest-signal resume keywords

Call Centre OperationsProcess ImprovementDigital OperationsUser Acceptance TestingBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ManagementWorkflow DevelopmentFunctional Requirements TranslationSystem TestingServiceMaxSierra AIGenesysField Service ExecutionCustomer AuthorizationPurchase Order Processes

Soft Skills

CommunicationOrganizational SkillsProblem-SolvingProject ManagementInfluencing Skills

Tools & Technologies

MyGEHealthCareExpress Service RequestsDigital Service Solutions

Industry Keywords

Operational ReadinessCustomer ServiceCross-Functional CollaborationBilingual OperationsService Delivery Processes

About the role

Key responsibilities & impact

Provide operational leadership and governance for Call Centre processes, workflows, and supporting technologies
Investigate process execution issues, identify gaps, and coordinate corrective actions with Call Centre, Technical Support, Field Service, and other stakeholders
Develop and maintain standard processes and documentation
Identify opportunities to simplify workflows, improve process compliance, reduce rework, and enhance customer and employee experience
Represent Canadian operations in the design, testing, implementation, and continuous improvement of digital and technology-enabled service solutions
Lead Canadian requirements and operational readiness for ServiceMax, Sierra AI, Express Service Requests, MyGEHealthCare, Genesys, and other digital capabilities
Translate operational requirements into functional requirements, user stories, test scenarios, and acceptance criteria
Coordinate functional testing, user acceptance testing, implementation readiness, and post-launch support, including English and French-language testing where required
Partner with regional and global product and process teams to resolve defects and address process gaps
Lead or support Service Authorization and Purchase Order processes, Service Board processes, Express Service Requests, and MyGEHealthCare
Work cross-functionally to resolve gaps affecting customer interactions, service execution, authorization, dispatch, Field Service activities, and supporting workflows
Establish process ownership, documentation, escalation paths, and operational expectations

Requirements

What you’ll need

Bachelor’s degree in business, operations, technology, engineering, healthcare administration, or a related discipline, or equivalent relevant experience
5+ years of experience in Call Centre operations, Field Service, customer service, process management, digital operations, or a related operational environment
Experience leading cross-functional process improvement or technology-enabled change initiatives
Experience translating business needs into workflows, functional requirements, user stories, test scenarios, or acceptance criteria
Experience with system testing, user acceptance testing, implementation readiness, and post-launch support
Strong understanding of customer and service-delivery processes such as customer contact, dispatch, service requests, customer authorization, purchase orders, scheduling, and Field Service execution
Strong communication, organizational, problem-solving, and project-management skills
Ability to influence and drive results within a cross-functional, matrixed organization
French-language capability or experience supporting bilingual Canadian operations is an asset

Benefits

Comp & perks

Full-time employment
Remote work arrangement
Relocation assistance not provided