Associate Director for Operations
On-siteDavao, Davao Region, Philippines
Job Summary
Lead multiple healthcare programs and lines of business in the Philippines by establishing operating rhythms, translating client requirements into executable plans, and driving sustainable improvements across service, quality, cost, and customer experience. Manage complex operations, financial performance, and workforce capacity while ensuring regulatory compliance and identifying risks early to implement recovery plans. Serve as a senior operational partner to clients, leading governance meetings, business reviews, and executive discussions to support retention and growth. Partner with cross-functional teams including Quality, Finance, and Workforce Management to close performance gaps and stabilize new implementations. Own the financial results and margin targets for assigned accounts, balancing staffing efficiency with client performance expectations.
Required Qualifications
- Bachelor's degree in Business Administration, Healthcare Management, Operations Management, or a related field
- At least eight years of experience in business process outsourcing, contact center operations, healthcare services, or a related industry
- At least four years of experience leading large, complex operational teams through Operations Managers or equivalent leaders
- Experience managing multiple programs, lines of business, or client relationships
- Demonstrated experience managing operational and financial performance
- Strong understanding of contact center metrics, workforce planning, quality management, and performance improvement
- Experience leading client governance meetings and presenting to senior stakeholders
- Strong written and verbal communication skills
- Strong analytical, problem-solving, and decision-making capabilities
- Ability to work in a fast-paced, matrixed, and rapidly changing environment
- Willingness to work schedules that support clients and stakeholders across different time zones
- Ability to travel domestically or internationally when business needs require
Desired Qualifications
- Experience supporting U.S. healthcare payers, providers, pharmacy benefit managers, specialty pharmacies, or healthcare service organizations
- Knowledge of healthcare member services, patient access, provider services, claims, benefits, enrollment, pharmacy, or clinical support operations
- Working knowledge of HIPAA, protected health information, and healthcare compliance requirements
- Experience managing operations across multiple Philippine sites or global delivery locations
- Experience with new client implementations, transitions, migrations, or business expansions
- Lean Six Sigma, COPC, Project Management, Scrum, or similar certification
- Experience using business intelligence tools, workforce platforms, performance dashboards, and automated reporting
- Experience managing large-scale operations with several hundred employees or more
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.