Customer Contact Director – Patient Operations

About the role

We’re seeking a Customer Service Director to build and lead our growing support operations in the Philippines. This critical leadership role will shape how our patient‑facing teams operate and scale, establishing structure, processes and a culture of excellence.

Key responsibilities

• Optimize daily operations for patient and medical support across phone, chat and email, establishing workflows, queue management, escalations and reporting.
• Define the vision, structure and roadmap for the support function, designing operating models, performance metrics and change‑management initiatives.
• Build learning and quality frameworks, oversee knowledge bases (Zendesk, Confluence, Notion) and implement QA programs to improve patient interactions.
• Lead and coach managers and supervisors, fostering a merit‑based, high‑performance culture across shift schedules.
• Develop data dashboards, produce regular operational reports and present insights to senior leadership; use SQL for independent analysis.
• Act as the operational liaison with medical, product and patient‑experience teams, ensuring readiness for cross‑functional project launches.

Required profile

• 7+ years of operations experience, preferably in healthcare or health‑tech, with a track record of building or scaling a support function.
• Strong background in knowledge management, training and learning‑and‑development initiatives.
• Deep familiarity with CRM/ticketing platforms such as Zendesk, Salesforce or Freshdesk.
• Experience mentoring leaders and establishing structured management practices.
• Excellent communication and reporting skills, comfortable presenting to senior leadership.
• Analytical mindset with experience working with data and metrics; SQL proficiency a plus.

Required skills

• Zendesk
• Salesforce
• Freshdesk
• SQL