Zone Operations Leader – México

The Zone Operations Leader is the senior customer‑facing representative of the Philips Services organization within an assigned LATAM zone. This role is responsible for service governance, executive stakeholder management, escalation leadership, and cross‑functional orchestration across Support, Implementation, Field Services, and Partners. The Zone Operations Leader serves as the primary Services leader for strategic customer relationships, ensuring customers experience Philips as one integrated organization. The role drives operational excellence, customer confidence, service recovery, and continuous improvement across the zone. This position is not a direct people‑management role for Support, Field Services, Implementation, or Partner teams, nor is it a sales leadership position. Success depends on influence, collaboration, governance, and execution across multiple functions.

Key Responsibilities

Service Governance & Customer Leadership

Own and execute the service governance model for the assigned zone.

Establish and lead customer operational reviews, service reviews, and executive governance meetings.

Provide visibility into service performance, operational risks, escalations, and recovery actions.

Act as the senior Services point of contact for strategic customers.

Build trusted relationships with customer operational leaders, executives, and key stakeholders.

Ensure consistent communication and alignment between Philips and customer leadership teams.

Cross‑Functional Orchestration

Coordinate execution across Support, Implementation, and Partners.

Align functional teams around customer priorities, delivery commitments, service risks, and remediation plans.

Facilitate collaboration across organizations to drive customer outcomes and operational excellence.





Ensure seamless handoffs and accountability across service functions.

Escalation & Recovery Leadership

Lead cross‑functional recovery plans for major incidents, customer escalations, delayed implementations, and service performance concerns.

Drive issue resolution and ensure timely closure of customer action items.

Escalate critical risks appropriately and maintain executive visibility when required.

Reduce recurring issues through structured root‑cause analysis and corrective actions.

Operational Excellence

Monitor service performance trends, recurring pain points, and customer feedback.

Support governance for maintenance activities, system lockdowns, and on‑site support requirements.

Ensure adequate service visibility and governance for smaller countries and strategic customers.

Drive continuous improvement initiatives across the zone.

Identify opportunities to improve customer experience, operational efficiency, and service quality.

Strategic Alignment

Represent customer and zone priorities to regional and functional leadership teams.

Provide insight into emerging risks, resource constraints, and customer expectations.

Contribute to service retention, customer growth, and expansion opportunities.

Support business planning through operational intelligence and customer insights.

Support to RFPs from Services Perspective

Services point of contact for RFP discussions.





Qualifications & Experience

Experience: 10+ years in Healthcare IT, Medical Informatics, Customer Success, Services Operations, Professional Services, or related fields.

Proven experience managing executive customer relationships and complex stakeholder environments.

Demonstrated success leading cross‑functional initiatives without direct authority.

Experience managing customer escalations, service recovery, and operational governance.

Strong understanding of healthcare workflows, enterprise software, and service delivery models.

Languages: Spanish and English. Portuguese is a plus.

Equal Employment Opportunity

The policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations 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 , option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug‑free workplace.

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📌 Zone Operations Leader - México (Municipio de Huixquilucan)
🏢 Philips International
📍 Municipio de Huixquilucan