AI-Driven Operations Director – Global Editorial Cases

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. seeks a Director of Cases to lead the REPH Cases teams within Global Editorial Operations, aiming to raise customer satisfaction and retention across regions. The role drives performance, strategic initiatives, and seamless operations.

You will manage hiring, training and development, and collaborate with partners to deliver a world-class service model while advancing AI-enabled workflows and content systems improvements.

Qualifications

• 7–10 years leadership experience in editorial operations.
• Must possess a strong customer focus.
• Proven track record in achieving quality and process improvement.
• Ability to lead teams through change.
• Strong leadership skills with ability to motivate teams.
• Effective communication with all levels of leadership, vendors, and diverse cultures.

Responsibilities

• Lead the REPH Cases teams across Global Editorial Operations to meet SLAs and exceed expectations.
• Set goals, expectations and measurements for performance across regions.
• Implement strategic and tactical initiatives using Generative AI and ACP solutions.
• Manage customer relationships ensuring world-class customer experience.
• Oversee hiring, training and development, allocation and performance assessment.
• Drive process improvements and content systems enhancements, including automation/RPA.

Skills

Leadership

Customer focus

Process improvement

Change management

Communication

Editorial knowledge

Cross-cultural comm

AI tools knowledge

Education

Bachelor's Degree

Tools

RPA

Automation tools

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. seeks a Director of Cases to lead the REPH Cases teams within Global Editorial Operations, aiming to raise customer satisfaction and retention across regions. The role drives performance, strategic initiatives, and seamless operations.

You will manage hiring, training and development, and collaborate with partners to deliver a world-class service model while advancing AI-enabled workflows and content systems improvements.