Support Operations Manager

Job Title

Support Operations Manager

Job Description

Job title:

As a Service Operations Manager, you will lead service teams across the LATAM Hispanic clusters to optimize performance, ensure high customer satisfaction, and deliver on key operational KPIs. You will design and build an effective support and managed services organization, collaborating closely with sales and operations partners to understand and meet customer needs across the region.

Your role:

• Understanding the LATAM Hispanic market needs, deliver value added services in a cost-effective manner in alignment to the price sensitive markets.
• Setting the objectives and operational strategy for the LATAM Hispanic Cluster in alignment with the Americas and Global strategy.
• Through the LATAM Hispanic cluster coordinators, set individual customer strategies to maximize customer experience and retention
• Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
• Utilize LEAN-Agile techniques and operational measures to drive operational productivity, efficiency, and customer experience improvements at the business and department level.
• Identify / develop talent and lead by example to promote a customer first, learning, urgent, accountable culture.
• Respond to escalation requests when receiving management escalations to address customer concerns or create on demand account escalations to manage a customer holistically for 1 or more escalated cases.
• Partner to ensure Revenue and cost targets are achieved (throttle w/ Central teams as necessary), and balance Revenue w/ MCOSTs – Financial acumen is critical.
• Plan, direct, coordinate, make decisions and execute recovery plans while leading your team and communicating with customers - You are the General on the call and own the issue/customer until resolved! 
• Collaborate with peers in NA and India to develop and manage a comprehensive, integrated, remote monitoring function.

You're the right fit if:

• Bachelor’s degree in a technical or business field is preferred.
• At least 1 year of management experience in a service-related function.
• 3–5 years of previous leadership experience preferred.
• ITIL 4 practices
• Proficiency in English and Spanish; Portuguese is a plus.

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.