Sr. Manager, Operations Excellence (East Zone)

Job Title

Sr. Manager, Operations Excellence (East Zone)

Job Description

The role oversees the service zone's operational performance, focusing on Business Transformation to adopt and adhere to new IT systems and processes and shifting the organization from field-based to blended field/remote support for the East Zone, residing in either CT, DC, MA, MD, ME, NH, NJ, NY, PA, RI, VA, or VT.

Your role:

• Operational Management: You will steer zone productivity and growth through effective resource planning, cross-training, and customer satisfaction, while identifying gaps and implementing countermeasures. Lead monthly accountability review calls, improve remote support processes, and develop business analytics to measure and optimize remote support maturity and resource utilization in the blended model field service engineer (FSE)/remote service engineer (RSE).

• Financial Accountability: You will drive margin improvements through PRS connectivity, First Visit Fix Rate, and Remote Fix Rate, while continuously evaluating and optimizing resources in the hybrid model. Implement strategies to enhance financial performance, monitor metrics for cost reduction opportunities, and ensure alignment with business goals by developing analytics to measure financial maturity.

• Customer Ownership: You will lead within a matrixed environment, collaborating with District Service Manager (DSMs) to optimize zone performance and meet quality and customer satisfaction targets. Support the zone business transformation strategy by driving a customer solution-focused operating model, ensuring process adherence, and fostering a culture of continuous improvement and customer-centricity.

You're the right fit if:

• You’ve acquired 3+ years of experience as a Field Service Management (required) and 7+ years of related operations experience.

• Your skills include proficiency in project management capabilities, possess advanced PC skills (MS Word, Excel, PowerPoint, Project, Visio, Tableau, ServiceMax), have strategic and tactical business planning experience, and the ability to work independently and adapt to customer requirements.

• You have a Bachelor’s degree (required), MBA (preferred) or equivalent work experience.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

• You’re an effective communicator (including presentations and group facilitation skills), self-motivated, and have the ability to travel up to 25% across the Zone. Additional required skills include analytical, organizational, time management, creative thinking, problem-solving, and interpersonal skills for team-based and remote interactions.

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.

This is a field role.

About Philips

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