Customer Operations Director

Job Title

Job Description

Job title:
Customer Operations Director 
Your role:

Philips Radiology Informatics (RI) is seeking a dynamic and strategic Customer Operations Leader to lead our R&D customer operations. This pivotal role is responsible for ensuring a smooth, high-quality customer experience across the full product lifecycle—ranging from escalation management, process and tools improvements, transfer from R&D to operations teams and special projects implementation  —by working closely and serving as a bridge between R&D and  Service & Delivery.

The ideal candidate has a strong background in customer operations, technical support leadership, process improvements, tools and metrics and cross-functional collaboration in an R&D-driven environment. Prior experience supporting software products—preferably in the medical or healthcare technology domain.

Key Responsibilities:

Customer Engagement & Operations Leadership

• Act as the R&D lead for all customer-facing operations including interfacing with Tier 1 &2, implementation teams and customer-specific engagements.
• Drive the formation and leadership of a cross-functional organization ensuring R&D alignment with customer needs.
• Provide hands-on involvement and leadership in critical customer escalations.

Tier 3 (T3) Support Transformation

• Partner with the T3 manager to provide a 24/7 global support model, ensuring GDPR compliance and implement effective on-call strategies.
• Lead process improvements, tooling upgrades and define KPIs to drive operational excellence and performance visibility.

Formation and Leadership of Tier 4 Team

• Establish and lead a self-sufficient T4 escalation team focused on resolving complex, high-level issues that require coding skills.
• Enabling the T4 team to handle advanced escalations independently.
• Streamline interaction and escalations management between T3 and T4

Tier 1 & 2 Collaboration

• Foster a strong partnership with the global service organization.
• Drive product knowledge transfer and shared ownership of customer outcomes.
• Drive process improvement that promote escalation management excellence across all teams

You're the right fit if:

• Bachelor’s degree in engineering or similar.
• 3+ years in a similar leadership role, with a proven ability to transform or build support organizations.
• Proven leadership of global technical support teams, including Tier 3/4 or escalation functions.
• Hands-on experience in customer operations, technical support, or R&D roles for software products.
• Experience planning and executing in complex environments—preferably in healthcare technology or enterprise software.
• Demonstrated success managing cross-functional, customer-facing projects with R&D and product teams.
• Deep understanding of GDPR, global support models, and modern support tooling/KPI frameworks.
• Strong leadership, communication, and organizational skills with a customer-first mindset.
• Fluent in English.
• Willingness and availability to travel to the U.S.

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.

Indicate if this role is an office/field/onsite 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.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

#LI-EU
#LI-Hybrid