VP for Customer Service Operations

About the role

The Vice President of Customer Service Operations will lead Empower Enterprise Philippines’ rapidly growing customer service organization. Reporting to senior leadership, this role is responsible for shaping the strategy, scaling operations, and delivering an exceptional experience to millions of users across the retirement platform.

Key responsibilities

• Define and execute the vision for the customer service function, aligning with overall business objectives.
• Build and scale a high‑impact call centre team, establishing processes that support rapid growth.
• Drive operational excellence through performance metrics, quality assurance, and continuous improvement initiatives.
• Partner with product, technology, and finance teams to ensure seamless service delivery.
• Lead change management initiatives that enhance the retirement experience for users.

Required profile

• Proven senior leadership experience in large‑scale customer service or call centre environments.
• Track record of scaling operations in fast‑moving, start‑up or high‑growth settings.
• Strong analytical mindset with ability to use data to drive decisions.
• Excellent communication and stakeholder management skills.

Required skills

• Leadership and people management.
• Operational performance management.
• Process design and optimisation.

What we offer

• Opportunity to shape a critical function in a company redefining retirement.
• Competitive compensation package.
• Dynamic, collaborative work environment in Taguig City.