Sr. Support Operations Manager

The Zone Operations Leader is the senior customer-facing representative of the Philips Services organization within an assigned LATAM zone. This role is responsible for service governance, executive stakeholder management, escalation leadership, and cross-functional orchestration across Support, Implementation, Field Services, and Partners.

The Zone Operations Leader serves as the primary Services leader for strategic customer relationships, ensuring customers experience Philips as one integrated organization. The role drives operational excellence, customer confidence, service recovery, and continuous improvement across the zone.

This position is not a direct people-management role for Support, Field Services, Implementation, or Partner teams, nor is it a sales leadership position. Success depends on influence, collaboration, governance, and execution across multiple functions.

Key Responsibilities

Service Governance & Customer Leadership

• Own and execute the service governance model for the assigned zone.
• Establish and lead customer operational reviews, service reviews, and executive governance meetings.
• Provide visibility into service performance, operational risks, escalations, and recovery actions.
• Act as the senior Services point of contact for strategic customers.
• Build trusted relationships with customer operational leaders, executives, and key stakeholders.
• Ensure consistent communication and alignment between Philips and customer leadership teams.

Cross-Functional Orchestration

• Coordinate execution across Support, Implementation, and Partners.
• Align functional teams around customer priorities, delivery commitments, service risks, and remediation plans.
• Facilitate collaboration across organizations to drive customer outcomes and operational excellence.
• Ensure seamless handoffs and accountability across service functions.

Escalation & Recovery Leadership

• Lead cross-functional recovery plans for major incidents, customer escalations, delayed implementations, and service performance concerns.
• Drive issue resolution and ensure timely closure of customer action items.
• Escalate critical risks appropriately and maintain executive visibility when required.
• Reduce recurring issues through structured root-cause analysis and corrective actions.

Operational Excellence

• Monitor service performance trends, recurring pain points, and customer feedback.
• Support governance for maintenance activities, system lockdowns, and on-site support requirements.
• Ensure adequate service visibility and governance for smaller countries and strategic customers.
• Drive continuous improvement initiatives across the zone.
• Identify opportunities to improve customer experience, operational efficiency, and service quality.

Strategic Alignment

• Represent customer and zone priorities to regional and functional leadership teams.
• Provide insight into emerging risks, resource constraints, and customer expectations.
• Contribute to service retention, customer growth, and expansion opportunities.
• Support business planning through operational intelligence and customer insights.

Support to RFPs from Services Perspective

• Services point of contact for RPF discussions.

Qualifications & Experience

Required Experience

• 10+ years of experience in Healthcare IT, Medical Informatics, Customer Success, Services Operations, Professional Services, or related fields.
• Proven experience managing executive customer relationships and complex stakeholder environments.
• Demonstrated success leading cross-functional initiatives without direct authority.
• Experience managing customer escalations, service recovery, and operational governance.
• Strong understanding of healthcare workflows, enterprise software, and service delivery models.
• Languages: Spanish and English, 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.