Service Operations Manager

Job Title: Service Operations Manager

Job Summary: The Services Operations Manager will manage integral Service optimization to improve customer service levels.

Your role:

1. Manage a team of direct labor and exempt employees in a single department.
2. Lead a single team with additional size and scale with strong technical expertise.
3. Manage team conflicts and build strong working relationships with adjacent departments.
4. Address customer concerns (nontechnical or clinical) on a case level through management escalations.
5. Create on-demand account escalations to manage a customer holistically for one or more escalated cases and maintain an account temperature setting as long as the account remains escalated.
6. Interact with the Sales Rep or Customer Success Manager per account to enhance collaboration on management and account escalations.
7. Based in several big cities across Indonesia.

You're the right fit if:

1. Bachelor’s degree in a technical field or business preferred.
2. Hold certifications or relevant technical credentials.
3. Minimum 8 years of management experience in a related industry or functional domain.
4. Excellent communication skills in both Bahasa Indonesia and English, with the ability to manage relations with operational representatives of customers.

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.

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.

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 commitment to diversity and inclusion here.