Sr. Director for Customer and Specialty Service

Location: Onsite in Taguig City, Metro Manila, Philippines; overnight hours required to align with U.S. business hours.

Company

hirify.global provides financial services focused on helping customers achieve financial freedom.

What you will do

• Lead Hardship Support, Premier and Brokerage IRA, Assist, and omnichannel phone and live chat operations through Managers and Senior Managers.
• Partner with U.S.-based senior leaders to develop customer service strategy and translate priorities into Manila operating plans.
• Own KPIs covering service levels, quality, customer satisfaction, productivity, efficiency, capacity, engagement, and retention.
• Develop leaders through coaching, performance management, succession planning, and talent development.
• Oversee staffing, resource allocation, workforce capacity, escalations, business continuity, and operational improvement initiatives.
• Ensure regulatory compliance, internal controls, risk management, and FINRA-related requirements across assigned service functions.

Requirements

• Bachelor’s degree in Business, Finance, or a related field, or four additional years of relevant experience in lieu of a degree.
• 6–8 years of management experience, preferably in customer service, contact center operations, or financial services.
• FINRA Series 7, Series 63, and Series 24 registrations required within established timelines, plus FINRA fingerprinting.
• Experience leading multiple teams or functions through Managers and Senior Managers in a complex service organization.
• Strong skills in operational KPI management, data analysis, strategic planning, change management, decision-making, and cross-functional collaboration.
• Fluent English and availability to work overnight hours in the Philippines are required.

Nice to have

• Experience with specialized customer service functions in financial services, retirement services, or brokerage operations.
• Experience managing regulated brokerage and Individual Retirement Account customer service operations.
• Experience with geographically dispersed organizations, workforce planning, omnichannel delivery, process improvement, or risk and control enhancements.

Culture & Benefits

• Flexible work environment and fluid career paths.
• Support for internal mobility, purpose, well-being, and work-life balance.
• Inclusive workplace with opportunities to support community causes through volunteering.