Director of Customer Service Operations

About the role

We are looking for a Director of Customer Service to build and lead our growing support operations in the Philippines. This senior leadership position will shape patient‑facing teams, create scalable processes and embed a culture of excellence and accountability.

Key responsibilities

• Optimize daily operations for patient and medical support across phone, chat and email, establishing workflows, queue management and reporting cadence.
• Design the vision, structure and roadmap for the support function, including operating models, escalation frameworks and performance metrics.
• Build learning and development frameworks, oversee knowledge systems (Zendesk, Confluence, Notion) and implement quality assurance programs.
• Lead and coach managers and supervisors, fostering a merit‑based, high‑performance culture across mid‑shift and night‑shift teams.
• Create data dashboards, produce regular operational reports and present insights to senior leadership; use SQL for independent analysis where needed.
• 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 or learning and development.
• Proven ability to mentor leaders and implement 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.
• Experience leading hybrid teams working non‑standard hours and willingness to be onsite at least two days per week.

Required skills

• Zendesk (or similar ticketing system)
• Confluence
• Notion
• Salesforce or Freshdesk
• SQL (optional)