Global Program Manager, Customer Experience Center

Job Description Summary

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.

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

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