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Innovation Experience Lab Manager, North America
2 months ago
You will oversee the daily operations of the Innovation Experience Lab at the Philips Cambridge Office. You will coordinate and present services for businesses and customers, such as showroom experiences and live demonstrations, showcasing Philips' future Innovations. You are responsible for managing lab content, end-to-end visit logistics, catering, reception/security registration, etc. The role fulfills multiple required key competencies such as driving project and program management for the lab, technical requirements, content knowledge, and facilitation of the solutions within the lab.
Your performance will align with our Philips strategy and behaviors and enable businesses with futuristic, immersive experiences that strengthen customer relationships, and provide meaningful clinical insights that strengthen Philips' future innovation portfolio and stimulate strategic deals.
Reporting directly to the Global Clinical Partnerships Excellence Leader, you will work closely with the Managers of the Innovation Experience Labs in Europe, Greater China, and the Growth region. You will collaborate with the Content & Engagement manager and business and regional stakeholders to ensure the lab content is up to date (software/hardware) and aligned with business priorities. You will monitor the program/project from initiation through delivery, interfacing with internal/external customers all along the way in an agile and iterative manner.
Your role:
- Initiate and formalize a structured process for customer visits to the Innovation Experience Lab for both Philips and customers.
- Manage the customer visit from when the first request comes in and pre-visit communications to follow-up post-event communications within the requesting region.
- Ensure customer visits meet goals and objectives for the customer and business by capturing and creating reports based on feedback gathered during lab visits and articulating items such as monetary value created and deals secured following a visit to the labs.
- Lead all aspects of lab content creation within the North America lab.
- Work with a cross-functional team of the Philips businesses (R&D, Product Marketing, Design, etc.) and other experts to produce and execute (installation of) equipment (HW and SW solutions).
- Become the technical expert for the Experience Lab and the Virtual Lab, becoming knowledgeable on all products and solutions showcased within the lab.
- Be the point person for the technical needs and requirements and the lab's AV setup. Ensure AV alignment and troubleshooting for the lab, working with 3rd party vendors and our internal Global IT organization.
- Manage Interaction with customers and be able to provide "general" tours of the Innovation Experience Lab if a tour does not require a technical or clinical specialist.
- Team up with businesses and regions to collect early insights and requirements linked to product roadmaps.
- Define and create tools to support the customer visit process.
- Work with the Content and Engagement Manager to provide content on internal newsletters intranet page highlighting visits and customer partnership wins as appropriate.
- Establish a foundation of transparency and communication to support clinical partnership engagements.
- Communicate proactively to Clinical Partnership Excellence Leader and PMO on project/program status, next steps, and risk and perform reporting on Key Performance Indicators such as customer visit NPS, number of visits, contribution to monetary value claims, etc.
You're the right fit if:
- You've acquired 10+ years of experience in healthcare business experience, preferably with customer-facing experience, including project management, technical knowledge, and continuous process improvement.
- You have experience in managing large projects and facilitating large-scale meetings within a complex matrixed organization.
- You can demonstrate an innovative mindset.
- You have a Master level degree (MA, MSc, MBA) in a relevant area.
- You have effective communication skills with different stakeholders at all levels (medical and non-medical).
- You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
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 improve the lives of others.
- Learn more about our business.
- Discover our rich and exciting history.
- Learn more about our purpose.
- Read more about our employee benefits.
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 commitment to diversity and inclusion here.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Cambridge, MA.
This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
