Global Head of Customer Solutions & Operations

Asurion; Mabalacat; On-site; PHP 11,285,000 - 16,928,000; Full time

Benefits offered by this job

Health/dental/vision

Retirement plan

Paid time off

Education support

Ongoing training

Job summary

Asurion seeks a Senior Director, Customer Solutions Operations to lead a large-scale frontline organization across multiple global contact center sites, driving NPS, CRT and NSP/100 while aligning with Serve, Solve, Sell standards and client requirements.

You will develop Directors, set accountability, champion AI adoption, and ensure compliant operations, talent development, and performance improvements across sites, with travel up to 50%.

Qualifications

• Bachelor's degree required.
• Minimum 10 years of contact center operations experience.
• Experience leading large, distributed frontline teams.

Responsibilities

• Drive high-quality customer experiences across sites and accounts, owning NPS as a primary metric.
• Own CRT targets and ensure service levels meet or exceed goals while controlling costs.
• Drive NSP/100 results by coaching leaders on sales behaviours and leveraging product knowledge.
• Oversee operating policies, staffing, and training across contact centers.
• Champion AI adoption to improve efficiency and customer/agent experience.

Skills

Leadership at scale

Performance management

Cross-functional leadership

Data-driven decision making

Education

Bachelor's degree

Tools

Microsoft Office

WFM software

QA tools

AI tools

Job description

Asurion seeks a Senior Director, Customer Solutions Operations to lead a large-scale frontline organization across multiple global contact center sites, driving NPS, CRT and NSP/100 while aligning with Serve, Solve, Sell standards and client requirements.

You will develop Directors, set accountability, champion AI adoption, and ensure compliant operations, talent development, and performance improvements across sites, with travel up to 50%.