Associate Director, Customer Service & Operations Excellence

Optum Philippines; Muntinlupa; On-site; PHP 3,000,000 - 4,500,000; Full time

Job summary

Optum Philippines is seeking an Associate Director to provide strategic and operational leadership across customer service and service delivery functions. This role will guide managers and large teams to achieve operational excellence, financial performance, and high customer satisfaction.

You will drive workforce planning, process improvements, and partnerships with stakeholders to enable sustainable growth and successful program expansions across sites.

Qualifications

• 10+ years of experience in customer service, contact center, BPO, shared services, or related industries.
• 5+ years of leadership experience managing managers and large operational teams.
• Experience managing client relationships, service delivery commitments, and operational escalations.
• Experience working in a matrixed, fast-paced, dynamic business environment.
• Proven experience leading large-scale customer service or service delivery operations in multi-site environments.
• Demonstrated success in driving operational excellence, process improvement, transformation, or business growth.
• Strong stakeholder management skills with the ability to influence across multiple functions and levels.
• Analytical, problem-solving, communication, and decision-making skills.

Responsibilities

• Provide leadership and direction to managers and senior professionals to achieve operational, financial, quality, and customer experience goals.
• Lead large-scale customer service operations across one or multiple teams, programs, sites, or business functions.
• Develop and execute operational strategies that support business objectives, service excellence, and sustainable growth.
• Oversee planning, forecasting, workforce utilization, and resource allocation to ensure achievement of KPIs, SLAs, and customer satisfaction targets.
• Drive operational excellence through process improvement, automation, innovation, and transformation initiatives.
• Manage service delivery performance and ensure consistent execution of customer experience standards.
• Build and maintain solid relationships with internal and external stakeholders to support client success.
• Analyze operational trends, customer feedback, performance metrics, and market insights to identify opportunities for improvement and growth.
• Lead business transitions, expansion activities, and implementation of new programs or capabilities.
• Comply with employment contracts, policies, and directives; adapt policies as business needs evolve.

Skills

Leadership

Stakeholder management

Analytical skills

Problem-solving

Communication

Decision-making

Education

Bachelor's degree or equivalent work experience

Job description

Optum Philippines is seeking an Associate Director to provide strategic and operational leadership across customer service and service delivery functions. This role will guide managers and large teams to achieve operational excellence, financial performance, and high customer satisfaction.

You will drive workforce planning, process improvements, and partnerships with stakeholders to enable sustainable growth and successful program expansions across sites.