Healthcare Operations Director - Customer Service & Growth

PM Consulting; Philippines; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

PM Consulting is seeking an experienced Operations Director to lead large-scale healthcare customer service operations, driving excellence and client satisfaction. This role requires strategic thinking, P&L awareness, and the ability to manage executive stakeholders while guiding transformation initiatives.

You will build and develop leaders, optimize processes, and ensure KPIs, SLAs, and quality standards are met across multiple sites, with US business hours.

Qualifications

• Extensive leadership experience in Healthcare Customer Service or Healthcare Contact Center Operations.
• Experience managing 300+ employees in large-scale operations.
• Proven ability to influence executive leaders and cross-functional teams.

Responsibilities

• Lead large-scale healthcare customer service operations with accountability for service delivery, operational performance, and customer experience.
• Manage and develop high-performing operations leaders and support teams.
• Drive operational excellence through process improvement, performance management, and data-driven decision making.
• Build and maintain strong relationships with clients and senior business stakeholders.
• Lead governance discussions, business reviews, and strategic operational initiatives.
• Partner with cross-functional teams to support business growth, change management, and organizational transformation efforts.
• Ensure achievement of key performance indicators, service levels, quality standards, and business objectives.
• Foster a culture of accountability, engagement, and continuous improvement.

Skills

Healthcare leadership

Stakeholder management

Job description

PM Consulting is seeking an experienced Operations Director to lead large-scale healthcare customer service operations, driving excellence and client satisfaction. This role requires strategic thinking, P&L awareness, and the ability to manage executive stakeholders while guiding transformation initiatives.

You will build and develop leaders, optimize processes, and ensure KPIs, SLAs, and quality standards are met across multiple sites, with US business hours.