Global Customer Experience Manager

Job Title

Global Customer Experience Manager

Job Description

As a Global Customer Experience Manager, you will be responsible for spearheading high-impact service programs, aligning resources and managing schedules to ensure projects are executed within scope and budget.

Your role:

• Lead project management activities for the Sleep & Respiratory Care Global Service team across product portfolios with a focus on service for new product introductions NPI (self-manufactured and OEM) and existing product support.
• Identify and utilize data analytics to drive decision making and resulting actions across the service organization, leading projects to drive efficiencies and improve outcomes to deliver $3M in annual savings.
• Incorporate product lifecycle management into all service project plans including parts and end of service EOS planning to assure efficiency and profitability.
• Ensure serviceability requirements are incorporated early in the product design or selections process by engineering or technical evaluation team and assure service readiness guidelines are adhered to prior to product/market launches utilizing a modernized Philips Process Excellence Framework (PEPF)..
• Work with the leaders across the Global Services team to ensure alignment of service programs and support from their teams.

You're the right fit if:

• You’ve acquired 5+ years of experience in project management, program management, agile methodology or equivalent.
• Your skills include the ability to lead and influence project teams, develop realistic project schedules, and deliver them on time. Drive functional ownership and accountability providing escalation support as required to hit project sprints and timelines. Ability to develop and present project status to leadership and clearly define issues with proposed solutions for agreement.
• You must be proficient in project management tools, excel, enterprise resource planning (ERP), and PowerPoint.  
• Project Management Professional (PMP) certification desired, not required
• You have a Bachelor's / Master's Degree in Engineering, Business Administration, Management or equivalent
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• To be successful in this role you will need strong interpersonal skills demonstrating the ability to lead, manage, motivate, and guide teams. This includes stakeholder management working with team members at all levels, resolving conflicts, problem solving and concise decision making.
• You must be an excellent communicator both in written communication and through presentations to align teams and leadership.
• Domestic and global travel required up to 20%: Project dependent made up of customer, service supplier visits.

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 an office 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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

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