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Director, Customer Operations

Company: Philips International
Location: Bothell
Posted on: September 23, 2022

Job Description:

Job TitleDirector, Customer OperationsJob DescriptionPhilips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common. and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.In this role, you have the opportunity to make life betterLead a team accountable for an exceptional customer experience. - This role will focus on delivering value to our customers and internal partners, driving continuous improvement in our processes, and developing our team members. Key stakeholders/partners include the Field, Tier 0, Tier 1, Reactive Planning, GBS, Q&R, BUs, Government team, and the global ServiceMax program team.Key Areas of Responsibility

  • Set strategy for Long Term Planning, FCO Administration, Work Force Management, CCSC Training, Quality Monitoring, Installation processes, and telephony support
  • Develop team members
  • Support internal and external Philips compliance audits with FDA, Health Canada, and sector/local audit teams
  • Ensure team's compliance with Philips' policies and quality management system(QMS);
  • Support and lead continuous improvement for all processes within the Customer Operations team while meeting KPIs and SLAs; Drive compliance to regulatory and internal requirements
  • Ensure Long Term Planning and FCO Administration performance, volume, quality, and cost goals are met by utilizing efficient methods and maintaining appropriate staffing levels through daily management, data mining, metrics deep dives and going to gemba; be passionate about driving defects out of the process and improving productivity
  • Achieve annual financial goals for Long Term Planning and FCO Administration teams
  • Identify and drive continuous improvement through usage of lean methodology
  • Provide leadership, communication, coaching, professional development, and skills enhancement to the Customer Operations Organization
  • Drive world-class operational performance culture
  • Foster a team culture encouraging professional development and career progressionTo succeed in this role, you should have the following skills and experience
    • Bachelor's degree or comparable experience required. -
    • 5 or more years as a people leader
    • Proven project management experience
    • Strong written and oral communication skills
    • Proven experience communicating with stakeholders at multiple levels within an organization
    • Lean Certification required
    • Experience interacting effectively across job levels and with both internal and external partners
    • Sound business judgment, strong attention to detail, and excellent organizational skills
    • Proactive self-starter able to identify opportunities for continuous improvement
    • Advanced skill in Excel and other Office applications
    • Problem solving experience using standard methodology
    • Deep knowledge of regulatory requirements of medical industry
    • Demonstrated experience effectively partnering with senior leaders and diverse teams across several offices to drive results.
    • Track record of implementing and refining customer operations measurement methods and holding teams accountable to hitting ambitious customer satisfaction goals
    • Proven ability to successfully manage and drive change within the organization
    • Thrive in a fast-paced environment, act quickly to identify, implement and improve key metrics, and solve high-impact business problems. This position requires that a person love ambiguous operating environments and adapts well to changeUS work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.In return, we offer youThe opportunity to grow in your profession while working closely with our customers to ensure their overall satisfaction.How we work at PhilipsOur newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy wayOur hybrid working model is defined in 3 ways: -We believe in the importance of impactful collaboration: There's a certain energy when everyone's in the same room that can heighten idea generation and creative friction needed for problem-solving.We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn't office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.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.Equal Opportunity Employer/Disabled/Veteran

Keywords: Philips International, Seattle , Director, Customer Operations, Executive , Bothell, Washington

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