Philips Consumer Care Experience Manager 

Netherlands, North Holland, Amsterdam 

665001412

Consumer Care Experience Manager

In this role, you will:

• Design, deploy, and improve Care-related processes, training, and tools for the Philips Store, focusing on technical product and e-commerce service support for the Consumer Marketplace.
• Simplify and optimize care platforms, including integrating AI into customer care operations, streamlining processes, and ensuring accurate documentation and maintenance.
• Tackle inefficiencies in technical product and e-commerce service support by reducing manual work and improving operational efficiency.

Key Responsibilities:

• Lead process improvements in Salesforce Service Cloud and enhance agent experience.
• Implement automation and AI-driven solutions to optimize workflows in technical product and e-commerce service support.
• Collaborate with cross-functional teams to align care processes with customer satisfaction goals.

Your Profile:

• Proven experience in process improvement within customer care.
• Familiarity with Salesforce Service Cloud and interest in AI and automation.
• Strong problem-solving skills with a growth mindset and eagerness to test, learn, and grow.
• Ability to focus on broad solutions instead of just optimizing existing workflows
• Ability to bridge the gap between different departments, ensuring alignment while fostering an environment where differences can be resolved constructively

What we offer:

• A dynamic, fast-paced environment with opportunities to learn and innovate.
• A supportive team that values collaboration and continuous improvement.
• The chance to shape the future of customer care at Philips through process improvements, AI integration, and enhanced agent experiences.

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