Support Process Excellence Manager (U.S. Remote)
You will own the operating system for support process maturity. Drive ITIL discipline, continuous improvement, and practical AI adoption across engines without pulling leaders away from day-to-day delivery.
Your role:
- Own the support process roadmap across incident, major incident, knowledge, problem, and change interfaces.
- Design and implement workflow controls in ServiceNow, including triggers, definitions of done, and quality gates.
- Run a monthly operating review cadence with leading indicators and corrective actions.
- Coordinate cross-functional process work with global process teams and continuous improvement organizations.
- Drive practical AI adoption in support workflows, including knowledge assistance, triage aids, and signal detection, aligned to governance.
- Build and maintain the support FAQ and communication artifacts that clarify roles and work shifts.
You're the right fit if:
- You’ve acquired 7+ years of experience in support operations, process excellence, service management, or program leadership roles.
- Your skills include hands-on experience improving ITIL processes and implementing workflow tooling at scale. Experience leading cross-team initiatives with measurable outcomes.
- You have a Bachelor's / Master's Degree in Health Science, Architecture, Engineering, Business Management or an equivalent combination of education and experience.
- You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
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
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.
Philips Transparency Details
The pay range for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $117,000 to $186,000.
The pay range for this position in AK, DE, HI, MD, MN, and RI is $123,000 to $195,000.
The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $131,000 to $208,000.
The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
Skills Required
- 7+ years experience in support operations, process excellence, service management, or program leadership
- Hands-on experience improving ITIL processes and implementing workflow tooling at scale (e.g., ServiceNow)
- Design and implement workflow controls in ServiceNow, including triggers, definitions of done, and quality gates
- Experience coordinating cross-functional process work and running operating reviews with leading indicators and corrective actions
- Experience driving practical AI adoption in support workflows (knowledge assistance, triage aids, signal detection)
- Bachelor's or Master's degree in Health Science, Architecture, Engineering, Business Management or equivalent
- Ability to perform the minimum physical, cognitive and environmental job requirements with or without accommodation
- US work authorization required; employer will not sponsor work visas
- Willingness/ability to work in a field role (onsite/customer locations as required)
Philips Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Philips and has not been reviewed or approved by Philips.
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Retirement Support — Retirement support is positioned as a standout, including a strong 401(k) match (often described at 7%) alongside pensions in some contexts.
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Flexible Benefits — Flexible benefits are emphasized through choice in health insurance options and a broad “Total Rewards” approach that combines compensation, health and wellness, and work-life support.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous paid time off and policies covering parental leave, caregiving responsibilities, volunteering, and family medical leave.
Philips Insights
What We Do
Do the work of your life to help the lives of others. As a leading health technology company, it is our purpose to improve people’s health and well-being through meaningful innovation. Our goal is to improve 2.5 billion lives per year by 2030. We also strive to be the best place to work for people who share our passion, by promoting personal development, inclusion and diversity while acting responsibly towards our planet and society.
