BPO Services Education, Knowledge Management & AI

Job Title

Job Description

Job title:
In this role, you’ll make an impact by strengthening how our global Services organization, manages, delivers and scales education and knowledge—while applying AI responsibly to improve learning outcomes, serviceability, knowledge findability, content quality and cost‑to‑serve. You will determine when AI meaningfully enhances the process (and when simpler solutions are better) and guide initiatives from idea → pilot → scale across Customer & Service Education and Knowledge/Content Operations.

Workplace type: Hybrid (typically ~3 days onsite per week; confirm per location)

Your role:

• Build and maintain an integrated capability roadmap that advances both learning systems and enterprise knowledge ecosystems, driving content reuse, consistency, and findability while applying AI to enhance search, personalization, tagging, summarization and workflow efficiency.
• Modernize how education content and service knowledge are created, tagged, structured, and delivered by leading cross‑functional pilots that use AI for metadata automation, classification, improved search relevance, adaptive insights, and content quality improvements.
• Partner closely with Education SMEs, BPEs, IT/Data/AI, Q&R and Markets to operationalize and globally scale solutions across both education and knowledge domains.
• Ensure safety, privacy, security and data governance through human‑in‑the‑loop controls and compliance‑by‑design for all AI‑augmented learning and knowledge processes.
• Drive continuous improvement across the end‑to‑end content and education lifecycle to accelerate time‑to‑competency and time‑to‑knowledge for users worldwide

You're the right fit if: (4 x bullets max)

• You bring 7+ years in Services operations or process transformation and 3+ years delivering AI‑enabled solutions in service/field‑service, education/learning ops, knowledge management or project delivery (regulated industry experience is a plus).
• You bring decision frameworks: Ability to evaluate feasibility and trade-offs of AI vs. alternatives with clear value, risk, and control rationale aligned to portfolio governance.

• Hands‑on experience bringing AI and knowledge/education use cases from discovery → design → deployment (e.g., semantic search, knowledge assistants, automated classification, content lifecycle automation, adaptive learning insights)
• You use Creativity and analytical thinking for interpreting AI outputs and making recommendations
• You have the ability to learn, unlearn, and adapt with the rapid AI industry development. Candidates must be open to change and continuous learning

• You’re skilled in Lean/Six Sigma, design thinking and change management, and can translate AI/process topics for non‑technical audiences.

How we work together
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.
Indicate if this role is an office/field/onsite role.
About Philips
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.
• Discover our rich and exciting history.
• Learn more about our purpose.
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 culture of impact with care here.