Customer Contact Director – Patient Operations

• Optimize daily operations for Patient and Medical Support teams across phone, chat, and email channels
• Build and formalize the operational backbone — workflows, queue management, escalations, and reporting cadence
• Track, analyze, and improve key performance metrics such as throughput, SLA adherence, and quality
• Serve as the first point of contact for cross-functional project launches, ensuring operational readiness and clear communication
• Establish the vision, structure, and roadmap for the support function as it scales
• Design operating models, escalation frameworks, and performance metrics that promote clarity and accountability
• Lead change management initiatives as systems, tools, and processes evolve
• Partner with senior leadership to forecast resources and set strategic priorities
• Build a learning and development framework for all support roles, from onboarding to leadership upskilling
• Oversee knowledge systems (e.g. Zendesk, Confluence, Notion) to ensure accurate and accessible SOPs and training materials
• Implement and maintain quality assurance programs that measure and improve consistency in patient interactions
• Drive a culture of continuous learning, documentation, and feedback
• Lead and coach a team of managers and supervisors, developing them into confident, capable leaders
• Shape and embed a performance-based, meritocratic culture
• Establish communication rhythms and transparent feedback practices that strengthen team alignment
• Motivate and engage teams operating across mid-shift and night-shift hours, ensuring sustainability and morale
• Build visibility through data dashboards and regular reports that turn numbers into actionable insights
• Prepare and present operational updates to senior leadership, highlighting performance trends and improvement plans
• Ensure data integrity across CRM and ticketing systems
• (Preferred) Use SQL or similar tools for independent analysis and process optimization
• Act as the operational liaison between support and cross-functional teams — including medical, product, and patient experience
• Represent the function in project launches, ensuring all patient-facing materials and processes are ready for deployment
• Collaborate with tech and product teams to optimize tools like Zendesk, ensuring they serve both patient and team needs

• 7+ years of experience in operations, ideally within healthcare, health-tech, or a patient-facing environment (10+ preferred)
• Proven experience building or scaling a support function, not just managing one
• Strong background in knowledge management, training, or learning and development
• Deep familiarity with CRM/ticketing systems (Zendesk, Salesforce, Freshdesk, etc.)
• Experience mentoring leaders and instilling structured management practices
• Strong communication and reporting skills, with experience presenting to senior leadership
• Analytical mindset
• comfortable working with data and metrics (SQL proficiency a plus)
• Experience leading hybrid teams working across non-standard hours and a willingness to be onsite a minimum of 2 days/week

SQL proficiency a plus

• Comprehensive health coverage (including up to two dependents)
• Generous vacation, sick, and parental leave
• 13th-month pay
• Statutory benefits (SSS, PhilHealth, HDMF)
• Wellness budget
• Transport allowance
• The best tools to help you do your best work
• Access to learning budgets and mentorship from leaders across Australia, the UK, Germany, and Japan
• Collaborate with top-tier teams locally and from South Africa
• Gain global experience with opportunities to move across teams and explore new markets
• Join a community that values connection through social clubs, wellness activities, and global collaboration