Director, Operations – Healthcare Customer Service

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.