Service Quality Performance Manager

Service Quality Performance Manager

As a Service Quality Performance Manager you are responsible for monitoring and improving service quality and patient safety across fourteen international markets, with oversight of KPIs and coordination of corrective and preventive actions in partnership with Operations, Quality, and Business Units.

Responsibilities

• 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 escape 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, assist with audits and inspections, and help foster a proactive and lasting culture focused on service quality and patient safety.

Qualifications

• 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 or 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).

Working Conditions

This is an office‑based role that requires working in‑person at least three days per week and can be located across multiple European regions, including Benelux, Central and Eastern Europe, DACH, Iberia, Italy, Greece, Nordics, UK and Ireland.

EEO Statement

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. For US applicants only: Philips is an equal employment opportunity and affirmative action employer Disability/Veteran. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and TitleI of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact888‑367‑7223, option5, for assistance.