Senior Director, Customer Solutions

Asurion; Mabalacat; On-site; PHP 7,000,000 - 12,000,000; Full time

Job summary

Asurion seeks a Senior Director, Customer Solutions Operations to lead a large-scale contact center in Clark, Pampanga. You will drive performance across the Serve, Solve, Sell model, develop senior leaders, and own key KPIs like NPS and service levels.

You’ll use data, analytics, and AI to improve efficiency and coach teams, while partnering with clients and senior leaders to meet contractual goals in a fast-paced environment.

Qualifications

• Bachelor's Degree required.
• 10+ years of contact center operations experience.
• Proven experience leading a large-scale contact center organization across multiple sites and leadership layers.
• Strong track record of improving customer experience, operational performance, and sales results.
• Experience developing senior leaders and building high-performance frontline organizations.
• Strong understanding of contact center KPIs and how metrics impact business performance.
• Data-driven and comfortable using dashboards, analytics, and performance insights to make decisions.
• Familiarity with AI-enabled tools, automation, workforce management, quality, and contact center technologies.
• Executive-level communication and stakeholder management skills.
• Comfortable operating in a fast-paced, evolving environment.

Responsibilities

• Drive performance across our Serve, Solve, Sell model, with a strong focus on customer experience, resolution, sales, and operational results
• Lead and develop Directors and senior operations leaders, creating strong accountability and preparing leaders for future growth
• Own critical performance outcomes, including NPS, CRT, NSP/100, service levels, attrition, and overall site performance
• Build a culture where excellent customer service and responsible sales go hand in hand — recommending the right solution for the customer’s genuine needs
• Use data, analytics, AI, and automation to identify opportunities, improve efficiency, strengthen coaching, and make better operational decisions
• Partner closely with clients and senior leaders across the organization to deliver contractual commitments and business goals
• Lead continuous improvement across staffing, training, workforce management, quality, and overall contact center operations

Skills

Executive communication

Stakeholder management

Data-driven decision making

Leadership development

Contact center operations

Education

Bachelor's Degree

Tools

AI tools

Automation

Workforce management

Contact center tech

Job description

Asurion is looking for a Senior Director, Customer Solutions Operations to lead a large-scale, high-performing Customer Solutions organization in Clark, Pampanga.

This is a high-impact leadership opportunity for someone who can lead through multiple layers of leadership, drive operational excellence, and build a culture where both our customers and our people can thrive.

What you’ll lead:

• Drive performance across our Serve, Solve, Sell model, with a strong focus on customer experience, resolution, sales, and operational results

• Lead and develop Directors and senior operations leaders, creating strong accountability and preparing leaders for future growth

• Own critical performance outcomes, including NPS, Customer Resolution Time (CRT), NSP/100, service levels, attrition, and overall site performance

• Build a culture where excellent customer service and responsible sales go hand in hand — recommending the right solution for the customer’s genuine needs

• Use data, analytics, AI, and automation to identify opportunities, improve efficiency, strengthen coaching, and make better operational decisions

• Partner closely with clients and senior leaders across the organization to deliver contractual commitments and business goals

• Lead continuous improvement across staffing, training, workforce management, quality, and overall contact center operations

What we’re looking for:

• Bachelor's Degree

• 10+ years of contact center operations experience

• Proven experience leading a large-scale contact center organization, ideally across multiple sites and leadership layers

• Strong track record of improving customer experience, operational performance, and sales results

• Experience developing senior leaders and building high-performance frontline organizations

• Strong understanding of contact center KPIs and how individual metrics impact overall business performance

• Data-driven and comfortable using dashboards, analytics, and performance insights to make decisions

• Familiarity with AI-enabled tools, automation, workforce management, quality, and contact center technologies

• Executive-level communication and stakeholder management skills

• Comfortable operating in a fast-paced, evolving environment