Senior Support Manager – Latin America

About the role

As the Senior Support Manager for Latin America, you will lead Philips' regional Support Operations, driving operational excellence, service quality, and customer satisfaction across multiple LATAM markets. You will shape and execute the regional support strategy, ensuring consistent delivery and strong performance governance.

Key responsibilities

• Define and implement the regional Support Operations operating model across LATAM.
• Lead and develop a distributed organization, including managers and support teams in Brazil, Mexico, and other markets.
• Drive operational excellence through governance, performance management, and continuous improvement.
• Own regional service performance, including SLA/SLO attainment, escalation management, and customer satisfaction.
• Standardize support processes while respecting local market needs.
• Lead workforce planning, organizational design, capability development, and resource optimization.
• Act as senior escalation point for critical customer and operational issues.
• Collaborate with Regional Operations Leaders, Implementation teams, Partners, Product organizations, and other service functions.
• Foster a culture of accountability, customer focus, collaboration, and continuous improvement.

Required profile

• Extensive experience in Support Operations, Service Delivery, or Customer Support leadership.
• Proven track record leading regional or multi‑country support organizations, preferably in Latin America.
• Strong background in incident, escalation, and problem management, as well as operational governance.
• Demonstrated ability to manage managers and multi‑level teams in a complex matrix environment.
• Experience driving organizational transformation, process standardisation, and operational improvement initiatives.

Required skills

• ITIL‑based Service Management (mandatory).