Principal Project Manager Connected Services & AI Innovation

Principal Program Manager Connected Services & AI Innovation

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 that 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 GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities. Interested in joining us on our journey? GE Appliances' Advanced Service Operations team is seeking a dynamic program leader to drive AI-enabled business improvement across Connected Home and Service operations.

This role focuses on experimenting with and implementing AI solutions that enhance customer satisfaction, productivity, and operational insights. The Principal Program Manager Connected Service & AI Innovation will lead cross-functional initiatives that pilot and scale AI-driven processes to elevate the ownership experience and strengthen service execution. The ideal candidate is curious, tech-proficient, and business-mindedsomeone who can translate emerging technologies into practical improvements without needing to be a deep technical expert.

Key Responsibilities:

• AI-Enabled Service Innovation, Program Leadership & Capability Building 65%
• Scope, lead, and scale AI-enabled initiatives that drive productivity, customer satisfaction, and operational insights across Service, Quality, and Connected Home operations.
• Identify and pilot opportunities to apply AI, ML, and automation to streamline decision-making, enhance efficiency, and deliver measurable business outcomes.
• Lead high-impact initiatives, including:
• AI-powered parts prediction and intelligent scheduling to improve First-Time Complete (FTC) rates by ensuring predicted parts are identified and ordered during service call scheduling.
• Continuous improvement and model refinement, including follow-up monitoring, feedback loops, and service performance tracking.
• Early detection of connected product quality issues and delivery of proactive consumer alerts via digital channels (SmartHQ app, email).
• Build organizational capability by increasing AI literacy, training teams on effective use of AI tools, and fostering a culture of experimentation and continuous improvement.
• Partner cross-functionally with IoT, Product Management, Technology, Digital Technology, and Bodewell Factory Service teams to integrate AI-enabled capabilities into daily operations.
• Operational Excellence & Continuous Improvement 15%
• Lead efforts using automation, analytics, and process optimization to elevate service quality, efficiency, and customer experience.
• Apply Lean and Six Sigma methodologies to identify, reduce, and eliminate operational waste and variability.
• Business Insights & Collaboration 10%
• Partner with Analytics, DT, and Data Governance teams to connect data sources, develop dashboards, and monitor performance metrics.
• Translate complex operational insights into clear, actionable recommendations that drive measurable results.
• Quality & Recall Program Leadership 10%
• Lead service planning and execution for product safety recalls, quality programs, and key settlements.
• Collaborate across Product Management, Legal, Technology, and Finance to define scope, timing, cost, and go-to-market strategies.
• Manage cross-functional execution and vendor relationships, driving efficiency, compliance, and service-level improvements.
• Provide senior leadership updates, data-driven insights, and escalation support.

What You'll Bring to Our Team

Required Qualifications:

• 7+ years of experience in program management, service operations, or process improvement.
• Strong program/project management experience leading cross-functional initiatives.
• Demonstrated ability to identify and apply emerging technologies to improve business outcomes.
• Strong analytical, problem-solving, and execution skills.
• Excellent communication skills with the ability to translate complex concepts for diverse audiences.
• Comfort working in rapid-test environments and leveraging AI tools to improve team performance.
• Bachelor's degree in a technical field (Engineering or Information Technology preferred).
• Experience applying data-driven or AI-assisted solutions in business operations.
• Working knowledge of connected devices or smart product ecosystems.
• Lean/Six Sigma certification preferred.

Preferred:

• Hands-on experience experimenting with or implementing AI tools in operational or business settings.
• Background in service, connected product, consumer operations, or related fields.
• Familiarity with analytics and visualization tools (Tableau, Power BI, etc.).
• Strong collaboration, influence, and stakeholder-management skills across functions and leadership levels.

Working Conditions

Standard office environment. Occasional evening/weekend work may be required. Occasional travel to observe operations, train teams, and support implementation activities.

Our Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities. This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices. By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy.

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization. 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 send an e-mail to ask.recruiting@geappliances.com.