Senior Director, Customer Service & Operations

Optum, a UnitedHealth Group Company; Mimaropa; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Optum is a global health services company that delivers care and technology to improve health outcomes. The Associate Director provides strategic and operational leadership across customer service and service delivery, guiding managers and large teams to meet goals and drive performance.

This role oversees planning, forecasting, workforce utilization, and resource allocation to achieve KPIs and SLAs, while driving process improvement, automation, and transformation initiatives within a

Qualifications

• Bachelor's degree or equivalent work experience.
• 10+ years in customer service, BPO, or related fields.
• 5+ years leading managers and large teams.
• Experience managing client relationships and service delivery.
• Experience in matrixed, fast-paced environments.
• Proven track record leading large-scale operations.

Responsibilities

• Provide leadership to managers and senior professionals to achieve goals.
• Lead large-scale customer service operations across teams/sites.
• Develop and execute operational strategies aligned with objectives and growth.
• Oversee planning, forecasting, workforce utilization, and resource allocation to meet KPIs and SLAs.
• Drive process improvements, automation, and transformation initiatives.
• Manage service delivery performance and standards.
• Build relationships with stakeholders to support client success.
• Analyze trends, feedback, and metrics to identify improvement opportunities.
• Lead transitions and implementation of new programs or capabilities.
• Ensure compliance with employment terms and company policies.

Skills

Leadership experience

Stakeholder management

Operational excellence

Analytical skills

Communication skills

Problem solving

Decision making

Education

Bachelor's degree or equivalent

Job description

Optum is a global health services company that delivers care and technology to improve health outcomes. The Associate Director provides strategic and operational leadership across customer service and service delivery, guiding managers and large teams to meet goals and drive performance.

This role oversees planning, forecasting, workforce utilization, and resource allocation to achieve KPIs and SLAs, while driving process improvement, automation, and transformation initiatives within a