Sr. Manager, Customer Care Operations (GBS) ILOILO

Location: Iloilo, Philippines; operations also support Manila.

Company

hirify.global is a digital healthcare company developing wearable biosensors, cloud-based data analytics, and proprietary algorithms for cardiac health solutions.

What you will do

• Lead daily operations for the internal GBS OUS customer care team, including service delivery, queue performance, productivity, attendance, quality, and customer experience metrics.
• Hire, onboard, coach, and develop frontline staff and people leaders.
• Manage performance routines, calibration sessions, KPI accountability, and corrective action plans.
• Partner with Workforce Management, Training, Quality, HR, IT, and Customer Care leadership to maintain operational readiness.
• Manage the external OUS BPO partnership, including business reviews, KPI oversight, escalations, work allocation governance, and service recovery.
• Lead transition activities related to BPO reduction, GBS ramp-up, knowledge transfer, and go-live readiness.

Requirements

• Strong experience leading customer care or call center operations.
• Demonstrated people leadership across coaching, accountability, engagement, change leadership, and talent development.
• Experience managing operational metrics such as service levels, quality, CSAT, productivity, attendance, backlog, and risk indicators.
• Ability to partner with internal shared-services functions and external BPO vendors.
• Ability to provide executive-ready updates on performance, staffing readiness, risks, and transition progress.
• Work is based in Iloilo, with operational coordination across Iloilo and Manila.

Culture & Benefits

• Patient-first environment focused on improving cardiac health outcomes.
• Inclusive workplace welcoming people with diverse backgrounds, experiences, skills, and perspectives.
• Opportunity to contribute to a growing global healthcare technology organization.
• Reasonable accommodations are available for qualified individuals with disabilities during the application process.