Support Operations Manager

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

Descripción de la vacante

A leading health technology company located in Mexico is seeking a Support Operations Manager to lead service teams in the LATAM Hispanic region. The role focuses on optimizing performance, ensuring high customer satisfaction, and delivering operational KPIs. Candidates should have management experience and be proficient in both English and Spanish. This position requires a commitment to a customer-first culture and collaboration across teams.

Formación

• At least 1 year of management experience in a service-related function.
• 3–5 years of leadership experience preferred.
• Proficiency in English and Spanish; Portuguese is a plus.

Responsabilidades

• Lead service teams across LATAM to optimize performance.
• Set objectives and operational strategy for LATAM Hispanic Cluster.
• Ensure customer satisfaction and compliance with quality requirements.
• Utilize metrics to improve productivity and efficiency.
• Plan and execute recovery plans when needed.

Conocimientos

Management experience

Customer satisfaction

Operational strategy

LEAN-Agile techniques

Financial acumen

Proficiency in Spanish

Knowledge of ITIL 4 practices

Educación

Bachelor’s degree in a technical or business field

Descripción del empleo

Job Title
Support Operations Manager

Job Description
Job Title: As a Service Operations Manager, you will lead service teams across the LATAM Hispanic clusters to optimize performance, ensure high customer satisfaction, and deliver on key operational KPIs. You will design and build an effective support and managed services organization, collaborating closely with sales and operations partners to understand and meet customer needs across the region.

Your Role:

• Understand the LATAM Hispanic market needs and deliver value-added services in a cost-effective manner aligned with price-sensitive markets.
• Set objectives and operational strategy for the LATAM Hispanic Cluster in alignment with the Americas and Global strategy.
• Through the LATAM Hispanic cluster coordinators, develop customer strategies to maximize customer experience and retention.
• Ensure customer satisfaction and compliance with quality, legal, and regulatory requirements.
• Utilize LEAN-Agile techniques and operational metrics to improve productivity, efficiency, and customer experience at the business and departmental levels.
• Identify and develop talent, promoting a customer-first, learning, urgent, and accountable culture.
• Respond to escalations to address customer concerns or manage escalated cases holistically.
• Partner to achieve revenue and cost targets, balancing revenue with costs; financial acumen is essential.
• Plan, direct, coordinate, and execute recovery plans, leading your team and communicating with customers — owning the issue until resolution.
• Collaborate with peers in NA and India to develop and manage an integrated remote monitoring function.

You're the right fit if:

• Bachelor’s degree in a technical or business field is preferred.
• At least 1 year of management experience in a service-related function.
• 3–5 years of leadership experience preferred.
• Knowledge of ITIL 4 practices.
• Proficiency in English and Spanish; Portuguese is a plus.

How We Work Together
We believe we are better together. Office-based teams work in-person at least 3 days a week. Onsite roles require full-time presence in company facilities. Field roles are typically outside main facilities, at customer or supplier locations. Please specify if this role is office, field, or onsite.

About Philips
We are a health technology company committed to accessible, quality healthcare for all. Join us to make a difference.

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

If interested and you meet many of the requirements, we encourage you to apply. You might be the right fit for this or other opportunities at Philips. Learn more about our impact-driven culture.