Europe O2C Operations Lead

Job Title

Job Description

Job title:

The Europe O2C Operations Lead is responsible for leading the end-to-end Order to cash organization, ensuring operational excellence, outstanding customer service, and efficient order fulfillment. The role drives team performance, develops organizational capability, and partners cross-functionally with other Supply Chain functions, Sales and Finance to deliver reliable and customer-centric operations.

Your role:

Leadership & People Development

• Lead, coach, and develop a high-performing O2C Operations organization including Team Leads, Order Managers, and Sales Back Office Specialists.
• Foster a culture of accountability, collaboration, LEAN, continuous learning, and customer-centricity.
• Drive employee engagement, talent development, succession planning, performance management, and organizational capability building.
• Lead recruitment, onboarding, coaching, and career development to ensure a sustainable talent pipeline.

Operational Excellence

• Ensure efficient end-to-end execution of the O2C Operations process, meeting customer commitments while complying with Quality Management System (QMS), Business Management System (BMS), and regulatory requirements.
• Monitor operational performance through KPIs and service metrics, implementing corrective actions and continuous improvement initiatives to consistently achieve business targets.
• Lead Lean and process excellence initiatives to improve productivity, quality, service, and operational efficiency.
• Optimize workforce planning, workload balancing, and resource allocation to maximize team performance.

Customer & Business Partnership

• Act as the secondary escalation point for customer and market issues, ensuring timely resolution while maintaining high customer satisfaction.
• Build strong partnerships with Regional organization, Sales, other Supply Chain functions and Finance to ensure seamless execution.
• Drive proactive communication and stakeholder management, balancing customer expectations with operational constraints.
• Ensure timely billing, documentation, and compliance with local legal and financial requirements.

Inventory & Supply Coordination

• Ensure effective management of customer orders, inventory availability, and production coordination to support business continuity and service level objectives.
• Collaborate closely with Supply Chain and Manufacturing to proactively identify risks, manage constraints, and optimize order fulfillment.

Continuous Improvement & Digital Transformation

• Identify automation and digitalization opportunities to simplify processes and reduce manual work.
• Lead business process improvements and support implementation of new systems, tools, and technologies (Agentic AI)
• Promote data-driven decision making through operational analytics and performance insights.
• Champion change management initiatives and drive adoption of new ways of working.

Quality & Compliancy

• Ensure compliance with company policies, quality standards, regulatory requirements, and audit expectations.
• Lead internal and external audits related to O2C Operations and implement sustainable corrective actions where required.

You're the right fit if:

1. Has bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field.

Master's degree is an advantage.

2. Has experience:

• Minimum 5 years of experience in O2C Operations, Customer Operations, Supply Chain, Logistics, or Operations Management.
• Minimum 5 years of people leadership experience managing operational teams.
• Proven experience driving operational excellence, process improvement, and organizational change.
• Experience working in a complex global matrix organization.
• Knowledge of ERP systems (SAP), CRM, and O2C Operations processes.
• Experience or strong interest in AI agents, intelligent automation, and digital transformation initiatives.

3. Preferred skills:

• Strong leadership and coaching capabilities
• Customer-focused mindset
• Analytical and data-driven decision making
• Lean / Continuous Improvement methodologies
• Change management
• Stakeholder management and influencing skills

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.

Indicate if this role is an office 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.

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