Director, Customer Service – Manila (Overnight US Hours)

Empower LLC; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Empower LLC in the Philippines seeks a Director of Customer Service to lead 8–10 teams and roughly 125+ indirect reports. You will drive service quality, customer satisfaction, and operational efficiency while collaborating with U.S.-based directors and site leadership to align practices and ensure strong customer outcomes.

The role requires 6–8 years of management experience in customer service, plus FINRA registrations and a track record of coaching leaders, improving metrics, and managing

Qualifications

• Bachelor's degree in Business, Finance, or related field or four additional years of customer service/financial services experience in lieu of a degree.
• 6–8 years of management experience in customer service or related environment.
• FINRA Series 6, 63, and 26 registrations obtained within corporate-established timelines.
• FINRA Fingerprinting required.
• Experience leading multiple teams through Managers and achieving performance objectives.

Responsibilities

• Lead 8–10 Customer Service teams through Managers and oversee ~125 indirect reports.
• Direct daily contact center operations, service levels, and real-time decisions.
• Own KPIs for customer satisfaction, service quality, productivity, and engagement; take corrective action.
• Partner with U.S.-based Directors to improve experiences across locations.
• Coach Managers in performance management, succession planning, and retention.
• Collaborate with HR on hiring, promotions, and disciplinary actions within policy.
• Coordinate with Workforce Management on staffing forecasts and scheduling needs.
• Ensure budgeting alignment and manage resources within approved plans.
• Support hiring plans, onboarding, and staffing risk mitigation with Talent Acquisition.
• Identify business continuity risks and coordinate escalation with partners.
• Represent Enterprise Customer Service on the Manila leadership team.

Skills

Leadership

Communication

Decision making

English fluency

Education

Bachelor's degree in Business, Finance, or related field

FINRA registrations (Series 6, 63, 26)

Job description

Empower LLC in the Philippines seeks a Director of Customer Service to lead 8–10 teams and roughly 125+ indirect reports. You will drive service quality, customer satisfaction, and operational efficiency while collaborating with U.S.-based directors and site leadership to align practices and ensure strong customer outcomes.

The role requires 6–8 years of management experience in customer service, plus FINRA registrations and a track record of coaching leaders, improving metrics, and managing