Senior Director, Customer Success – Air & Water

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest‑growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover, and build good things, together.

The Customer Success Leader will define and execute the strategy for all post‑sales support across our Air & Water business. This executive will unify Quality, Service, Support, Training, Warranty, and Parts into one seamless customer experience, ensuring our residential, light commercial and commercial customers receive consistent, high‑quality support at every touchpoint.

• Develop and execute a comprehensive post‑sales customer success strategy for HVAC, water heating, and water treatment products.
• Establish a single, unified point of contact for customers, ensuring seamless coordination across Quality, Service, Support, Training, Warranty, and Parts.
• Lead and inspire a cross‑functional team to deliver exceptional customer experiences.
• Partner with Product, Sales, Operations, and Marketing to integrate customer feedback into continuous improvement.

• Build a "customer‑first" culture with consistent standards for service excellence across all customer segments (dealers, distributors, contractors, retailers, end consumers).
• Implement best‑in‑class tools, processes, and KPIs to track and enhance customer satisfaction, NPS, response time, resolution rates, and retention.
• Establish a clear escalation path for complex customer issues and ensure rapid resolution.

• Own the collection and analysis of field data from service calls, warranty claims, and parts performance to identify recurring quality issues.
• Maintain a dotted‑line relationship with Supplier Quality to ensure customer insights directly inform supplier corrective actions and continuous improvement.
• Collaborate with Operations and Supplier Quality teams to drive root‑cause resolution of systemic issues impacting customer experience.

• Standardize service operations including warranty claims, spare parts availability, technical support, and training delivery.
• Develop scalable systems for knowledge management, self‑service, and customer enablement.
• Ensure compliance with regulatory and safety requirements across service and support functions.

• Build and develop a high‑performing Customer Success team with expertise in quality, technical service, customer support, training, and parts operations.
• Create professional development and training pathways for field and call center staff to ensure skill growth and retention.

• 12+ years of leadership experience in customer success, service, or support roles, preferably within HVAC, water heating, or adjacent industries.
• Demonstrated ability to design and scale customer‑facing operations.
• Strong understanding of service logistics, warranty processes, technical training, and parts distribution.
• Track record of building customer‑first cultures and delivering measurable improvements in customer loyalty.
• Experience with digital tools and platforms for customer engagement, knowledge bases, and CRM systems.
• Exceptional communication, change leadership, and cross‑functional collaboration skills.

Our work is centered on our people and culture, reflected in our Zero Distance philosophy. We are committed to inclusion and diversity, fostering an environment where every individual feels valued, connected, and empowered. We emphasize belonging, purpose, and engagement, and enrich our communities while celebrating the diversity of the customers we serve.

GE Appliances is a trust‑based organization that offers flexibility to balance individual, team, and organizational needs.

GE Appliances 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 Appliances participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S. If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please email as