Service Quality Performance Manager
As a Service Quality Performance Manager you are responsible for monitoring and improving service quality and patient safety across 14 international markets, with oversight of KPIs and coordination of corrective and preventive actions in partnership with Operations, Quality, and Business Units.
Service Quality & Patient Safety Governance
Responsible for overseeing, tracking, and reporting service quality and patient safety performance throughout international markets.
Provide comprehensive supervision of KPIs, analyze trends and risks, lead governance reviews, and escalate critical issues at the International Region level.
Service Corrective Action Requests / Corrective and Preventive Action Oversight & Compliance
Maintain complete accountability for monitoring CAPAs, audits, and SCARs.
Ensure root cause analyses are rigorous, corrective actions are implemented promptly and effectively, and all practices comply with Quality Management System standards and regulatory obligations.
Cross‑Functional Execution & Continuous Improvement
Serve as an essential collaborator with Service, Quality, Regulatory Affairs, Operations, and Business Units.
Drive implementation of enduring action plans, promote standardized service quality governance and KPIs, and assist with audits and inspections.
Help foster a proactive and lasting culture focused on service quality and patient safety.
Bachelor’s or master’s degree in engineering, Life Sciences, Quality, or related field
7–10+ years’ experience in service operations or quality management within a regulated healthcare / medical devices environment
Strong experience with service quality KPIs, patient safety, CAPAs, SCARs, and regulatory interactions
Solid knowledge of medical device quality systems (ISO 13485, FDA QSR, MDR)
Proven ability to operate in multi‑country, matrix organizations and influence without authority
Strong analytical, communication, and stakeholder management skills (English required)
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 an office-based role.
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 here
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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
Over the past decade we have transformed into a focused leader in health technology.
At Philips, our purpose is to improve people’s health and well-being through meaningful innovation. We aim to improve 2.5 billion lives per year by 2030, including 400 million in underserved communities.
We see healthcare as a connected whole. Helping people to live healthily and prevent disease. Giving clinicians the tools they need to make a precision diagnosis and deliver personalized treatment. Aiding the patient's recovery at home in the community. All supported by a seamless flow of data.
As a technology company, we – and our brand licensees – innovate for people with one consistent belief: there’s always a way to make life better.
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