Customer Contact Director – Patient Operations

About the Role

We’re seeking an Customer Service Director to build and lead our growing support operations in the Philippines.

This is a critical leadership role that will shape how our patient-facing teams operate and scale.

The function is still relatively new, with developing systems and junior team leads. That means you’ll be joining at a formative stage — creating structure, implementing processes, and establishing a culture of excellence and accountability.

You’ll have the opportunity to define how the function runs day-to-day while setting its long-term vision: building a learning culture, implementing robust knowledge management, driving quality improvement, and fostering a meritocratic environment where impact is rewarded above tenure.

This is a role for someone who thrives on ownership — balancing strategic foresight with a willingness to be close to the ground.

You’ll report to our Patient Operations Lead and work closely with patient experience, medical, and product teams to ensure operational alignment.

What You’ll Be Doing

Operational Leadership

• 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.

Function Building & Strategy

• 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.

Learning, Quality & Knowledge Management

• 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.

People & Culture Leadership

• 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.

Data, Reporting & Insights

• 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.

Cross-Functional Collaboration

• 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.

What Great Looks Like in Your First 6 Months

• You’ve established clear operating systems and structures across both Patient and Medical Support.
• Team leads are growing in confidence and performance, with defined expectations and consistent feedback cycles.
• A transparent, meritocratic culture is taking root — recognition and advancement are clearly linked to outcomes.
• Learning and quality frameworks are in place, with measurable improvements in patient experience metrics.
• Cross-functional collaboration is seamless — launches and initiatives flow smoothly without bottlenecks.

About You (Who We’re Looking For)

Skills & Experience

• 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.

Behaviours & Attitudes

• You act like an owner — taking full accountability for outcomes and driving clarity in ambiguity.
• You’re a builder — you create structure, systems, and consistency from the ground up.
• You’re a coach — developing others gives you energy, and you know how to nurture new leaders.
• You’re data-driven and curious, seeking evidence before conclusions.
• You champion meritocracy, holding yourself and others to the highest performance bar.
• You’re resilient and adaptable, thriving in fast-changing, high-growth environments.
• You communicate clearly, thoughtfully, and with empathy.

Why you should join Euc

• We raise the bar - Join a strategic, growth-minded squad that takes ownership, moves with intent, and empowers our global teams. You’ll be surrounded by people who value curiosity, accountability, and the drive to keep improving.
• We will invest in your career - Get access to learning budgets and mentorship from leaders across Australia, the UK, Germany, and Japan, and collaborate with top-tier teams locally and from South Africa. You’ll also gain global experience with opportunities to move across teams and explore new markets to help you level up in your career.
• We’ll have your back - From day one, enjoy comprehensive health coverage (including up to two dependents), generous vacation, sick, and parental leave, 13th-month pay, and statutory benefits (SSS, PhilHealth, HDMF). You’ll also get a wellness budget, transport allowance, and the best tools to help you do your best work. Beyond the benefits, you’ll join a community that values connection through social clubs, wellness activities, and global collaboration.