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Job Information

Philips Contact Center Operations Manager in United States of America - Home Based, Massachusetts


In this role, you have the opportunity to

Manage in full an outsourced contact center department that provides operational/business process support to internal and external customers for company products and services.

You are responsible for (but not limited to)

  • Managing external Contact Centers in the designated region in close collaboration with your peers in the other regions

  • Coordinating the deployment and implementation of the Service Delivery Transformation strategy

  • Becoming the Liaison, single point of contact, between the vendor and Markets

  • Delivering on all CX, quality and cost targets

  • Driving change management along the value chain, executing and implementing the new processes in the Markets/Field Service organization

  • Ensuring the vendor is delivering as per the SLA with the respective market

  • Personally leading the deployment of Lean, process harmonization, best practice sharing and building new capabilities

  • Ensuring seamless alignment with the Customer Experience team to deliver one Philips brand image

  • Other duties as required and assigned

To succeed in this role, you should have the following skills and experience

  • Bachelor’s degree or equivalent combinations of relevant work experience

  • 6+ years of relevant business operations and People Management experience

  • Strong analytical skills with the ability to think methodically, reason, embrace concepts, formulate insights, and present compelling cases for action and/or arguments

  • Excellent verbal and written communication and presentation skills

  • Ability to interact effectively with all levels of the organization

  • Ability to inspire and provide dynamic and energetic leadership to a team

  • Strong attention to detail and continually delivers quality work with a continuous improvement mindset

  • Ability to have a ‘helicopter’ view; conceptual / Business Shape Knowledge of After Sales Service (or related areas) in the Health industry

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training, as well as learning and development opportunities through Philips University.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance