Head of Care Help Desk & AI Transformation

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

Job summary

Optum Philippines seeks an experienced Care Help Desk Director to lead a high-volume, enterprise support organization serving clinicians, care delivery teams, and business partners across Optum Health.

This leader will drive AI-enabled transformation, define strategy, manage budgets, and partner with clinical, technology, field-services, and vendor leaders to improve patient-care continuity and provider experience.

Qualifications

• 10+ years of progressive IT support/service desk experience, including leadership of managers and multiple teams.
• Experience leading large, geographically dispersed teams in a complex, high-availability environment.
• Proven ability to apply AI and automation to daily operations and drive measurable improvements.

Responsibilities

• Provide end-to-end leadership for Care Help Desk operations across multiple channels.
• Ensure timely, effective support for clinicians and care teams to protect patient-care continuity.
• Lead a large, multi-layered organization with clear objectives and accountable leaders.
• Develop workforce plans, staffing models, and surge strategies aligned with demand and growth.
• Own service-level performance, incident handling, backlog, and customer satisfaction metrics.
• Drive AI-enabled capabilities and knowledge management to improve resolution speed and quality.
• Coordinate escalations and major incidents with technical teams and clinical stakeholders.
• Build strong partnerships across Care Field Services, infrastructure, security, and leadership teams.
• Lead readiness for acquisitions, integrations, launches, and transitions that affect support demand.

Skills

Leadership

ITIL/ITSM

Omnichannel support

AI/Automation adoption

Stakeholder management

Strategic planning

Communication

Vendor management

Budgeting

Change management

Education

Bachelor's degree in information technology, business, healthcare administration, or related field

Tools

ServiceNow

Job description

Optum Philippines seeks an experienced Care Help Desk Director to lead a high-volume, enterprise support organization serving clinicians, care delivery teams, and business partners across Optum Health.

This leader will drive AI-enabled transformation, define strategy, manage budgets, and partner with clinical, technology, field-services, and vendor leaders to improve patient-care continuity and provider experience.