We are seeking an experienced and strategic Operations Director to lead large-scale healthcare customer service operations within a dynamic and fast-growing organization.
This role goes beyond traditional operations leadership and requires a highly visible leader who can drive operational excellence, lead large teams, manage executive-level stakeholders, and support transformational business initiatives. The successful candidate will serve as a trusted partner to clients, internal leadership teams, and cross-functional stakeholders while ensuring exceptional service delivery and performance outcomes.
Key Responsibilities
- Lead large-scale healthcare customer service operations with accountability for service delivery, operational performance, and customer experience.
- Manage and develop high-performing operations leaders and support teams.
- Drive operational excellence through process improvement, performance management, and data-driven decision making.
- Build and maintain strong relationships with clients and senior business stakeholders.
- Lead governance discussions, business reviews, and strategic operational initiatives.
- Partner with cross-functional teams to support business growth, change management, and organizational transformation efforts.
- Ensure achievement of key performance indicators, service levels, quality standards, and business objectives.
- Foster a culture of accountability, engagement, and continuous improvement.
Qualifications
Required Experience
- Extensive leadership experience in Healthcare Customer Service or Healthcare Contact Center Operations.
- Proven success leading large-scale operations with responsibility for 300+ employees.
- Strong background in Member Services, Provider Services, or related healthcare support functions.
- Experience managing client relationships and participating in governance and business review discussions.
- Demonstrated ability to influence and collaborate with senior stakeholders and executive leaders.
- Experience operating within complex, matrixed organizations.
Preferred Experience
- Leadership experience within healthcare payer, managed care, healthcare services, or healthcare outsourcing environments.
- Experience supporting business transitions, operational transformations, or large-scale change initiatives.
- Multi-site leadership experience.
- Strong orientation toward process optimization, automation, analytics, and continuous improvement.
Ideal Candidate Profile
- Strategic and commercially minded leader.
- Strong executive presence and communication skills.
- Proven ability to balance operational execution with stakeholder management.
- Skilled in navigating complex organizational environments and driving alignment across multiple teams.
- Passionate about building high-performing teams and delivering exceptional client outcomes.
Work Arrangement
- Full-time leadership position
- US business hours
- Metro Manila-based
If you are a healthcare operations leader who thrives in client-facing environments and enjoys driving business transformation while leading high-performing teams, we would love to hear from you.