Enterprise Service Program Manager (East Zone)

Philips International; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 125,000 - 195,000; Full time

Job summary

Philips looks for an Enterprise Service Program Manager East Zone to oversee multi-site IDN partnerships, governance, and performance management. You’ll be the primary contact for key stakeholders, align objectives, and drive service delivery improvements across the account.

The role requires 5+ years in healthcare customer-facing roles, medical equipment knowledge, and strong data-driven decision-making. Willingness to travel to client sites and collaborate across functions is essential.

Qualifications

• 5+ years of customer-facing experience within healthcare
• 5+ years' experience with medical equipment
• Strong presentation and stakeholder communication skills
• Data analysis and reporting experience
• Ability to travel to customer locations

Responsibilities

• Manage overall customer partnerships and governance
• Lead governance and customer business reviews
• Escalate issues and provide reporting to stakeholders
• Drive adoption of IDN service strategy and value delivery
• Collaborate with sales, service and delivery teams

Skills

Healthcare customer success

Executive stakeholder communication

Data analysis and reporting

Project management

Interpersonal collaboration

Education

Bachelor's degree or equivalent

Tools

MS Office

Job description

Enterprise Service Program Manager (East Zone)### Job DescriptionAs an individual contributor in this Enterprise Service Program Manager role, you will serve as the main corporate and customer/facility point of contact. Your responsibilities will include overall customer partnership management, strategic customer governance, delivering effective customer business reviews, understanding key customer objectives, and accountability for tactical daily performance management (ie. managing service escalations, providing reporting, delivering value, etc.). The role is essential to drive initiatives to ensure best in class benefits delivery for the supported customer (Integrated Delivery Network (IDN)).**Your role:*** As an Enterprise Service Program Manager, you will manage the overall customer partnerships and have accountability for all aspects of the customer partnership. You will manage relationships with key individual customer stakeholders as well as act with a consulting mindset and be an advocate for your customer.* You will establish and enforce governance between Philips and the customer to ensure partnership objectives are aligned and progress is on track.* You will partner internally with your sales, service, and delivery colleagues to lead the change from an operating paradigm centered on break-fix to one focused on customer solutions.* You will promote compliance, and operational performance, driving accountability using metrics and analytics. Create and encourage initiatives to change when necessary to maximize productivity, effectiveness, and the successful execution of contractual obligations.* You will communicate the customer business plan to our stakeholders, providing a link between the tasks and responsibility of field teams, and supporting initiatives to promote higher field productivity and benefits delivery with a common objective of customer satisfaction. Own and direct company strategy and outcomes, through the deployment of our IDN service strategy to win over clients.* You will manage multiple small multi-site programs, creating synergy between the project in the program(s) and monitor future work to proactively adjust program management plans and resource focus. Identify trends and potential scheduling challenges, manage cross-project dependencies within and across the enterprise and leverage metrics and monitoring to proactively identify at-risk projects/programs and strategically escalate well-defined risks/issues/impediments to appropriate decision-makers.* Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk (such install base, multi-vendor, Hospital Patient Monitoring, IGT, Ultrasound, etc.), while driving productivity and managing the IDN business's financial performance.**You're the right fit if:*** You’ve acquired 5+ years of customer facing experience within healthcare and with routine client interaction as a customer success or account manager (required); in addition to, 5+ years’ experience and understanding of Medical equipment (required).* Your skills include proficiency in creating and delivering presentations to key stakeholders and executive leaders; MS Office (Excel and PowerPoint skills are a must); comfortable facilitating tactical meetings, etc. You are well versed in data analysis and reporting (required) and have an understanding of healthcare service metrics (preferred).* You have a Bachelor’s degree or equivalent years of related work experience. ITIL and/or Customer Success certification preferred.* You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.* You’re an excellent communicator (listening, presenting, concise verbal skills) and collaborator with strong interpersonal skills (build and maintain strong relationships). You are also a well-organized multi-tasker, skilled at working with tight deadlines, establishing priorities, using sound judgement to make decisions and find solutions, and take initiative to diffuse tense situations if needed. Must be flexible on working hours to mirror customer time zones (if needed) and be able to travel to customer locations. Must be located within one hour of a major airport.**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.This is a field-based role.**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.* ## Learn more about our business.* ## Discover our rich and exciting history.* ## Learn more about our purpose.* Learn more about our culture.**US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.**Company relocation benefits ***will not*** be provided for this position.***NOTE: This is a non-sales related opportunity. For this opening, we are looking for a candidate to cover hospital accounts and reside in the East Zone.*****Philips Transparency Details**The annual pay range for this position in FL, GA, ME, MS, NH, NC, PA, SC, VT, VA, WV is $117,000 to $186,000.The annual pay range for this position in DE, MD, RI, is $123,000 to $195,000.The annual pay range for this position in CT, MA, NJ, NY,, DC, is 131,000 to $208,000.In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.