Sr. Support Operations Manager

Philips; Estado de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A health technology company is seeking a Senior Support Operations Manager to lead service teams across Latin America. This role includes responsibilities in performance optimization, customer satisfaction, and service design. The ideal candidate will have a degree in a relevant field, with extensive experience in service delivery and management. Proficiency in Spanish and English is essential, along with leadership experience. The job requires in-person collaboration in Mexico, Estado de México.

Formación

• Minimum 5 years experience with Bachelor's OR 3 years with Master's in Service Delivery.
• Management experience in service functions required.
• ITIL 4 practices knowledge is a plus.

Responsabilidades

• Lead multiple service teams across LATAM Hispanic clusters.
• Optimize performance and ensure customer satisfaction.
• Design support and managed services.

Conocimientos

Customer satisfaction

Leadership experience

Service delivery

LEAN-Agile techniques

Bilingual (Spanish and English)

Educación

Bachelor's / Master's degree in Health Science, Architecture, Engineering, Business Management, or equivalent

Descripción del empleo

Job Title
Sr. Support Operations Manager

Job Description
The Senior Support Operations Manager leads multiple service teams across LATAM Hispanic clusters to optimize performance, ensure customer satisfaction, and meet operational KPIs. Responsibilities include designing support and managed services, collaborating with sales and operations, and developing regional strategies.

Minimum required Education: Bachelor's / Master's Degree in Health Science, Architecture, Engineering, Business Management, or equivalent.

Minimum required Experience: 5 years with Bachelor's OR 3 years with Master's in Service Delivery, Service Operations, or similar.

Minimum required Certification: N/A

Your role:

• Understand LATAM Hispanic market needs and develop expansion strategies.
• Set objectives and operational strategies aligned with global and regional goals.
• Manage customer strategies to maximize experience and retention.
• Ensure customer satisfaction and compliance.
• Apply LEAN-Agile techniques to improve productivity and customer experience.
• Develop talent and promote a customer-first culture.
• Handle escalations and manage customer issues holistically.
• Partner to achieve revenue and cost targets, maintaining financial acumen.
• Lead recovery plans and communicate effectively with customers.
• Collaborate with global teams to develop remote monitoring functions.
• Lead initiatives to improve service operations.
• Provide feedback to leadership for systemic improvements.

You're the right fit if:

• Degree in a technical or business field preferred.
• Management experience in service functions.
• Leadership experience preferred.
• Experience in operations, support, or service delivery.
• ITIL 4 practices knowledge.
• Proficiency in Spanish and English; Portuguese is a plus.
• Budget and team leadership experience.
• Willingness to travel within Latin America.

How We Work Together
We value collaboration, requiring in-person work at least 3 days a week for office-based roles. Field roles operate outside main facilities at client or supplier locations.

About Philips
We are a health technology company committed to accessible quality healthcare. Learn more about our mission, history, and culture of impact.

• Learn more about our business.
• Discover our history.
• Learn about our purpose.

If interested, apply even if you don't meet all criteria. Your potential fit is our priority.