Senior Director, Global Customer Solutions Operations

Asurion; Mabalacat; On-site; PHP 3,500,000 - 7,500,000; Full time

Benefits offered by this job

Health, dental and vision

Retirement plan

Paid time off

Education support

Ongoing training

Job summary

Asurion in the Philippines seeks a Senior Director, Customer Solutions Operations to lead a large frontline organization across global contact centers, driving NPS, CRT and NSP/100 while upholding client contracts. You will develop Directors, coach leaders, and foster high-performing teams that improve customer experience, resolution quality, and sales effectiveness across sites.

Requires a bachelor’s degree and 10+ years in contact center operations; willing to travel 40–50% and engage in

Qualifications

• Bachelor's degree required; 10+ years in contact center operations.
• Experience leading large-scale frontline teams across multiple sites.
• Strong analytical and data-driven decision-making capabilities.

Responsibilities

• Drive consistent customer experiences across sites and accounts, owning NPS as a metric.
• Increase NSP/100 by coaching leaders and integrating product knowledge with sales.
• Use performance data and AI insights to identify trends and translate findings into action plans.

Skills

Leadership

Strategic thinking

Communication skills

Data analytics

AI tools knowledge

Education

Bachelor's degree

Tools

Microsoft Office

Call center platforms

Workforce management tools

Quality assurance tech

AI tools awareness

Job description

Asurion in the Philippines seeks a Senior Director, Customer Solutions Operations to lead a large frontline organization across global contact centers, driving NPS, CRT and NSP/100 while upholding client contracts. You will develop Directors, coach leaders, and foster high-performing teams that improve customer experience, resolution quality, and sales effectiveness across sites.

Requires a bachelor’s degree and 10+ years in contact center operations; willing to travel 40–50% and engage in