Director, Operations – Healthcare Customer Service

We are seeking an experienced and strategic Operations Director to lead large-scale healthcare customer service operations within a dynamic and fast-growing organization.

This role goes beyond traditional operations leadership and requires a highly visible leader who can drive operational excellence, lead large teams, manage executive-level stakeholders, and support transformational business initiatives. The successful candidate will serve as a trusted partner to clients, internal leadership teams, and cross-functional stakeholders while ensuring exceptional service delivery and performance outcomes.

Key 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.
  
  
  

Qualifications

Required Experience

• Extensive leadership experience in Healthcare Customer Service or Healthcare Contact Center Operations.
• Proven success leading large-scale operations with responsibility for 300+ employees.
• Strong background in Member Services, Provider Services, or related healthcare support functions.
• Experience managing client relationships and participating in governance and business review discussions.
• Demonstrated ability to influence and collaborate with senior stakeholders and executive leaders.
• Experience operating within complex, matrixed organizations.
  
  
  

Preferred Experience

• Leadership experience within healthcare payer, managed care, healthcare services, or healthcare outsourcing environments.
• Experience supporting business transitions, operational transformations, or large-scale change initiatives.
• Multi-site leadership experience.
• Strong orientation toward process optimization, automation, analytics, and continuous improvement.
  
  
  

Ideal Candidate Profile

• Strategic and commercially minded leader.
• Strong executive presence and communication skills.
• Proven ability to balance operational execution with stakeholder management.
• Skilled in navigating complex organizational environments and driving alignment across multiple teams.
• Passionate about building high-performing teams and delivering exceptional client outcomes.
  
  
  

Work Arrangement

• Full-time leadership position
• US business hours
• Metro Manila-based
  
  
  

If you are a healthcare operations leader who thrives in client-facing environments and enjoys driving business transformation while leading high-performing teams, we would love to hear from you.