Consumer Care Experience Manager

Job Title

Job Description

At Philips, we strive to improve lives through meaningful innovation. Our Consumer Care team is essential to providing the best customer experience, and we’re seeking a dynamic Consumer Care Process Improvement Specialist to join us during an exciting period of change and transformation. In this role, you will contribute to customer care transformation, focusing on improving processes, systems, and implementing AI solutions to enhance the customer experience. You will work to ensure all changes directly benefit the customer. Given the size and complexity of the organization, multiple departments contribute to the transformation, each holding a piece of the puzzle.

In this role, you will:

• Design, deploy, and improve Care-related processes, training, and tools for the Philips Store, focusing on technical product and e-commerce service support for the Consumer Marketplace.
• Simplify and optimize care platforms, including integrating AI into customer care operations, streamlining processes, and ensuring accurate documentation and maintenance.
• Tackle inefficiencies in technical product and e-commerce service support by reducing manual work and improving operational efficiency.

Key Responsibilities:

• Lead process improvements in Salesforce Service Cloud and enhance agent experience.
• Implement automation and AI-driven solutions to optimize workflows in technical product and e-commerce service support.
• Collaborate with cross-functional teams to align care processes with customer satisfaction goals.

Your Profile:

• Proven experience in process improvement within customer care.
• Familiarity with Salesforce Service Cloud and interest in AI and automation.
• Strong problem-solving skills with a growth mindset and eagerness to test, learn, and grow.
• Ability to focus on broad solutions instead of just optimizing existing workflows
• Ability to bridge the gap between different departments, ensuring alignment while fostering an environment where differences can be resolved constructively

What we offer:

• A dynamic, fast-paced environment with opportunities to learn and innovate.
• A supportive team that values collaboration and continuous improvement.
• The chance to shape the future of customer care at Philips through process improvements, AI integration, and enhanced agent experiences.

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.

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