Sales Operations Leader

Job Title

Sales Operations Leader

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

The Sales & Marketing Sr Manager is responsible for leading teams within the Market to Order (M2O) function within the GBS hub. This role will have a direct impact on our success of the M2O function supporting multiple business groups & markets. You will help grow revenue through creating and maintaining long-term internal & external customer satisfaction. Primary job responsibilities are leading various teams within the M2O function.

You are responsible for (but not limited to)

• Lead and manage teams to achieve daily, monthly, and quarterly KPI metrics
• Monitor telecom metrics: inbound, outbound, SLA, talk time, etc
• Manage phone queues to ensure adequate staffing and schedules are correct to support customer call volume
• Perform coaching sessions, 1x1s, and responsible for time and attendance tracking of employees
• Coaching & developing front line supervisors/managers and
• Provide a high level of customer service & support from order entry to delivery
• Interview, hire, and train/onboard new employees and frontline people leaders
• Responsible for being a subject matter expert with process and products
• Provide a high level of customer service with each interaction
• Represent M2O Leader in hub level calls & meetings
• Partner with stakeholders to collaborate and achieve overall business objectives
• Responsible for reviewing NPS/Customer survey feedback and speaking with customers about their interaction (Negative & detractors)
• Responsible for leading the team to manage the Philips relationship with customers and independently drive account needs or problems through resolution.
• Effectively sets priorities for the team to meet workload, commitments, and all applicable established departmental goals.
• Responsible for leading Daily Management meetings/team huddles
• Manages assigned backlog accurately and efficiently.
• Partner & collaborate across different functions and teams to improve overall team performance and customer experience
• Provides leadership support and information cross functionally within the Market to Order (M2O) & Customer Fulfillment Center (CFC), as required/requested.
• Ensures established processes in compliance with Philips' Quality Standards of business conduct and followed
• Uncover ways to raise brand awareness for Philips product portfolio and gain account intelligence for new/existing accounts
• Incorporate Lean Thinking/Continuous Improvement to lead projects/initiatives
• Ability to analyze data to make process improvements (call volume, past sales, etc)
• Develop and lead team members on their career path journey
• Additional duties as required

You are a part of

This position is a part of our Global Business Services group responsible for leading operational execution, reducing complexity and increasing efficiencies as the in-house team that continuously improves performance to better support our customers. We are looking to expand our team in Nashville of passionate, inspirational, collaborative, and diverse professionals that is powering excellence around the world for Philips to achieve our mission to improve the lives of 3B people a year by 2025.

As a member of the Market to Order Team, you will report directly to a Market to Order (M2O) Leader for Philips Health Systems, North America.

To succeed in this role, you should have the following skills and experience

• Master's degree preferred or combination of education and relevant business experience preferred
• 2+ years of business systems experience (ex: SalesForce, SAP, MS Office) is a plus
• Previous experience leading a team in high volume inbound/outbound call environment with transactional inside sales, order entry, and customer service
• Possess excellent verbal, written, and the ability to communicate clearly with both internal and external customers
• Ability to think critically, demonstrate "outside the box" thinking, and meet time sensitive deadlines for customers and resolution of escalated issues

• Comfortable leading a team in a fast-paced, deadline & metric driven collaborative team environment.
• Positive, self-starting, flexible and forward-thinking individual with strong organizational skills who can work both independently and in a team environment.
• Complies with Philips' quality standards, business conduct, and all established processes are followed.

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training.

Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to the Greater Nashville Area.

Why should you join Philips Global Business Services?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender,

pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.