Service Excellence Operations Manager - Precision Diagnosis (Nashville TN)

Within our Precision Diagnosis, Computed Topography (CT) / Advanced Molecular Imaging (AMI) group, this role drives end-to-end service performance transformation across regions, ensuring consistent, high-quality, and efficient service delivery aligned with business objectives and customer expectations.

About the role

• Owns the definition and execution of the Service Excellence transformation roadmap, ensuring alignment with the organization's long-term objectives, business priorities, and delivering measurable improvements in service performance across regions.
• Leads deployment squads and program governance to implement service excellence initiatives with and within the regions, ensuring execution discipline and sustainable results.
• Drives the deployment of key transformation pillars (Red Site Management, Installation Quality, Escalation Management, Diagnose & Repair efficiency, and FSE Proficiency).
• Partners with regional service and commercial leadership to align priorities, manage customer expectations, and ensure coordinated recovery of high-risk accounts.
• Leads capability building across the service organization, including training, knowledge sharing, and adoption of best practices to elevate field performance.

Requirements

• Bachelor’s or master’s degree in Biomedical Engineering, Electronics Engineering, IT, Health Sciences, or related field.
• Minimum 8 years of experience (Bachelor’s) or 6 years (Master’s) in Service Delivery Management, Customer Relationship, Medical Devices, Healthcare, or Clinical Operations.
• Certifications in Project Management, Lean, or Six Sigma are advantageous.
• Demonstrated results in operational excellence, process transformation, and organizational leadership.
• Proven leadership in global or regional customer support within a regulated industry.
• Strong expertise in medical imaging (CT/AMI) and healthcare technology.
• Must be able to successfully perform the minimum Physical, Cognitive and Environmental job requirements with or without accommodation.
• US work authorization is required; the company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
• Must reside in or within commuting distance to Nashville, TN.

Schedule

This is a field role, most effectively performed outside of the company’s main facilities, generally at customers’ or suppliers’ locations.

Pay

The pay range for this position in Nashville, TN is $150,000 to $241,000. The actual base pay offered may vary within the posted range depending on job-related knowledge, skills, experience, business needs, geographical location, and internal equity. Additional compensation may include an annual incentive bonus, sales commission, or long-term incentives.

Benefits

• Comprehensive Philips Total Rewards benefits program, including:
• Generous PTO
• 401k with up to 7% company match
• HSA with company contribution
• Stock purchase plan
• Education reimbursement