Director Customer Service

Requisition Number: 2356743
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
As the Director, you will lead a large-scale contact center operation, driving business outcomes through strategic planning, stakeholder partnership, and best-in-class execution. You will oversee multiple lines of business, manage senior leaders, and influence enterprise-wide initiatives-ensuring operational performance, employee engagement, and customer experience remain world-class.
Why Join Us?
You'll play a pivotal role in shaping the future of our operations-driving digital transformation, elevating customer experience, and developing leaders across a dynamic service environment.
Primary Responsibilities:

• Strategic Leadership & Stakeholder Management
  • Own and drive enterprise programs that impact broad customer and consumer markets
  • Lead teams in solving highly complex operational challenges across major functions
  • Translate enterprise goals into actionable site-level and regional strategies
  • Serve as the primary liaison for key stakeholders across lines of business
  • Champion digital transformation initiatives including digital-first adoption, call reduction, and speech analytics
• Operational Excellence
  • Oversee daily service delivery performance across voice, chat, and email channels
  • Ensure accuracy of reporting, performance tracking, and KPI achievement across the site
  • Continuously improve CSAT, NPS, quality, and operational efficiency.
• Employee Experience & Talent Development
  • Foster a culture of coaching, development, and engagement through direct and skip-level leadership
  • Partner with TA and HR on hiring strategies, onboarding, and retention programs
  • Champion employee engagement, recognition, and feedback initiatives
• Cross-Functional Collaboration
  • Work closely with Finance, Technology, Clinical Programs, Workforce Planning, and Talent Acquisition to ensure seamless operations
  • Support ramp cycles, staffing transitions, and contractor conversions through operational and recruitment alignment
• Site Management
  • Lead all aspects of the service delivery site including facilities, compliance, and business continuity planning
  • Serve as the primary escalation point for operational issues, ensuring timely and enterprise-aligned resolution
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field (Master's preferred)
• 15+ years of experience in contact center operations, with 10+ years in a senior leadership capacity

Preferred Qualifications:

• Proficiency with Microsoft Office Suite and enterprise reporting tools
• Proven ability to lead large-scale operations and multi-layered teams
• Proven solid analytical, problem-solving, and decision-making skills
• Proven excellent communication and stakeholder engagement capabilities

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.