Director of Cases, Global Editorial Ops — AI/Process Leader

Reed Elsevier Philippines; Quezon City; Hybrid; PHP 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Flexible hybrid work setup

IT Equipment provided

HMO Coverage starting Day 1 for you +4

Job summary

Reed Elsevier Philippines is seeking a Director of Cases to lead the Global Editorial Operations teams (Collection, Conversion, Data Management, Content Editing, Legal Editing & Print manufacturing) to enhance customer satisfaction and retention.

You will drive SLAs, establish performance targets, and implement strategic initiatives leveraging Generative AI. The role focuses on staffing, process optimization, and cross‑region collaboration to deliver world-class service.

Qualifications

• Bachelor's degree in a relevant field or higher.
• 7–10 years of leadership experience with strong editorial/business acumen.
• Proven ability to lead teams and drive process improvements.

Responsibilities

• Lead the Cases teams across Global Editorial Operations to meet and exceed SLAs.
• Set goals, expectations and performance metrics for regional teams.
• Drive strategic initiatives using Generative AI and ACP agentic solutions.
• Manage customer relationships and align with business units for excellent service.
• Oversee hiring, training, allocation and performance within the area.
• Handle escalations and communicate trends to management.
• Develop and implement process improvements and content tools/automation.

Skills

Leadership

Customer focus

Change management

Communication

AI tools

Stakeholder management

Education

Bachelor's degree

Tools

RPA

Job description

Reed Elsevier Philippines is seeking a Director of Cases to lead the Global Editorial Operations teams (Collection, Conversion, Data Management, Content Editing, Legal Editing & Print manufacturing) to enhance customer satisfaction and retention.

You will drive SLAs, establish performance targets, and implement strategic initiatives leveraging Generative AI. The role focuses on staffing, process optimization, and cross‑region collaboration to deliver world-class service.