Service Excellence Operations Manager - Precision Diagnosis (Nashville TN)

Job TitleService Excellence Operations Manager - Precision Diagnosis (Nashville TN)

Job Description

The Service Excellence Manager, within our Precision Diagnosis, Computed Topography (CT) / Advanced Molecular Imaging (AMI) group, is responsible for driving end-to-end service performance transformation across regions, ensuring consistent, high-quality, and efficient service delivery aligned with business objectives and customer expectations.

Your 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.

You are the right fit if:

• 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.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• Strong expertise in medical imaging (CT/AMI) and healthcare technology.

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 role is a field 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 improve 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.

Philips Transparency Details

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 ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

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.

Additional Information

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.

For this position, you must reside in or within commuting distance to Nashville TN .

#LI-PH1

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.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.