Consumer Care Experience Manager

The Consumer Care Experience Manager at Philips Oral Healthcare in Bothell, WA, is responsible for integrating the consumer's voice into product development. This role involves translating consumer insights into innovative products and services, analyzing feedback from various channels, and collaborating with cross-functional teams on product shaping and development. The manager will also ensure post-purchase experience requirements are met, develop project plans, conduct consumer studies, and manage stakeholder relationships to exceed consumer expectations.

Must Have

• Represent consumer voice in product development.
• Translate consumer insights into products and services.
• Analyze consumer feedback from various channels.
• Collaborate with cross-functional teams on product development.
• Incorporate consumer post-purchase experience requirements.
• Develop data-driven project plans and report progress.
• Conduct qualitative and quantitative consumer studies.
• Develop comprehensive consumer test plans.
• 2+ years managing consumer care communication tools.
• Build strong stakeholder relationships.
• Bachelor's or Master's in Design, Computer Science, or equivalent.
• Knowledge of digital products and best practices.
• Ability to manage ambiguity.
• Willingness to travel up to 20%.

Perks & Benefits

• Annual incentive bonus (may be offered)
• Sales commission (may be offered)
• Long-term incentives (may be offered)
• Comprehensive Philips Total Rewards benefits program
• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement

Within the Oral Healthcare business, the Consumer Care Experience Manager represents the voice of the consumer in all phases of product development. As a member of the team, you will be responsible for translating powerful consumer insights into products and services that delight consumers and ensure that our portfolio of oral health solutions exceeds our consumers’ expectations.

Your role:

• Dive into feedback from ratings and reviews, social media channels, and relationship management systems to uncover and evangelize the needs of consumers across the Philips Oral Healthcare categories.
• You will be part of an upstream innovation site, working with cross-functional teams on the shaping and development of current and future products.
• Ensures the requirements for consumer post purchase experience are incorporated and executed into user journeys, collaborating with central teams to deliver on global strategies and touchpoints.
• Developing project plans with data driven objectives and success criteria, aligning with critical partners, and reporting to stakeholders on progress at relevant intervals and milestones through written reports and verbal presentations.
• Independently planning, designing, executing, analyzing, and reporting consumer studies using both qualitative and quantitative methodologies.
• Developing the overall consumer test plans for the proposition and/or product development projects, including market research & content studies.

You're the right fit if:

• You’ve acquired 2+ years of experience in managing consumer care communication tools of relevant high volume consumer products.
• You can build and maintain strong relationships with relevant stakeholders across different levels within the organization.
• You have a Bachelor’s or Master’s degree in (UX) Design, Interaction Design, Visual Design, Computer Science Engineering or equivalent.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• Knowledge of and experience with digital products and support of these and global/regional best practices.
• Extremely comfortable navigating and managing through ambiguity on a normal basis.
• Willing to travel up to 20% of your time.

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 an office role.)

Philips Transparency Details

The pay range for this position in (Bothell, WA) is $110,000 to $177,000

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.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Bothell, WA.

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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.