Care Excellence Ops Leader - 24/7 Quality & Insights

Intellect; Philippines; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Intellect is seeking a Care Excellence Lead to own operational excellence, quality, and reliability for a 24x7 support operations team. You will manage deployments for specialised services, scale operations, and drive strategic care initiatives across channels and escalation paths.

You will lead a team of Specialists & Associates, shaping how Care Excellence operates, while partnering with Clinical, Engagement, and Delivery functions to improve user experience and care pathways.

Qualifications

• 4 to 6+ years in operations, support, or service delivery roles in a tech company.
• Comfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situations
• Proven experience leading remote/global teams in SLA-driven, high-volume environments
• Strong RCA, problem-solving, and stakeholder management skills
• Comfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational data
• Ability to balance empathy with decisiveness
• Experience in 24x7 or global operations is a strong plus

Responsibilities

• Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience
• Monitor team performance, productivity, QA outcomes, and SLA adherence
• Proactively identify risks, trends, and gaps and drive corrective actions
• Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods
• Be the single owner for Care Excellence team metrics, dashboards, and insights
• Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations
• Highlight key risks, trends, improvements, and trade-offs based on the insights
• Partner with stakeholders to continuously improve metric definitions and reporting quality
• Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures
• Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows
• Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams
• Own exploration and setup of Care Excellence call-based support and other care delivery mediums
• Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models
• Ensure elevated service standards for white-glove and enterprise users
• Act as escalation owner for sensitive or high-impact enterprise cases
• Align closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting
• Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverage
• Build team readiness for complex, high-risk, and enterprise-grade care scenarios
• Identify manual, repetitive, or high-risk workflows and propose scalable improvements
• Work with Product & Tech teams on automation and tooling
• Maintain accurate SOPs, documentation, and knowledge bases
• Represent Care Excellence insights in cross-functional and leadership forums

Skills

SLA management

RCA

Stakeholder management

People leadership

Process improvement

Cross-functional collaboration

Remote/global teams

Tools

FreshDesk

Zendesk

Job description

Intellect is seeking a Care Excellence Lead to own operational excellence, quality, and reliability for a 24x7 support operations team. You will manage deployments for specialised services, scale operations, and drive strategic care initiatives across channels and escalation paths.

You will lead a team of Specialists & Associates, shaping how Care Excellence operates, while partnering with Clinical, Engagement, and Delivery functions to improve user experience and care pathways.