Care Help Desk Director — AI-Driven Ops Leader

Optum Philippines; Makati; On-site; PHP 3,500,000 - 5,200,000; Full time

Job summary

Optum Philippines seeks an experienced Care Help Desk Director to lead a high-volume enterprise support organization for clinicians, care delivery teams, and business partners. The role focuses on reliable, responsive technology support that protects patient-care continuity and enhances provider experience.

The candidate will build and lead an inclusive leadership team, define strategy, drive transformation through people, process, and AI, and partner with clinical, business, and technology

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Progressive leadership in enterprise service desk or IT service management.
• Experience leading large, geographically distributed teams in 24x7 operations.
• Strong ITIL/ITSM knowledge and omnichannel support practices.
• Experience with AI/automation initiatives and vendor management.

Responsibilities

• Lead a high-volume Care Help Desk operations across channels (voice, chat, web).
• Define and execute Care Help Desk strategy aligned with Optum Health priorities.
• Own service quality, workforce readiness, knowledge management, and incident performance.
• Embed AI into daily work to boost resolution speed, knowledge access, and efficiency.
• Coordinate escalations and major incidents with technical teams and stakeholders.
• Develop leaders, succession plans, budgets, and cost-optimization initiatives.

Skills

Leadership

Strategic leadership

Stakeholder management

AI-enabled transformation

Operational excellence

Incident & problem management

Executive communication

Global service operations

Education

Bachelor’s degree in IT, business, healthcare administration or related field

Tools

ServiceNow

ITSM platforms

Job description

Optum Philippines seeks an experienced Care Help Desk Director to lead a high-volume enterprise support organization for clinicians, care delivery teams, and business partners. The role focuses on reliable, responsive technology support that protects patient-care continuity and enhances provider experience.

The candidate will build and lead an inclusive leadership team, define strategy, drive transformation through people, process, and AI, and partner with clinical, business, and technology