Sr. Manager, OUS Customer Care Operations (Medtech)

TL;DR

Sr. Manager, OUS Customer Care Operations (Medtech): Leading day-to-day operations of internal and external customer care teams for cardiac health solutions with an accent on KPI delivery, BPO governance, and service continuity. Focus on optimizing queue performance, implementing performance management routines, and ensuring operational consistency across multiple locations.

Location: Manila, Philippines

Company

hirify.global is a leading digital healthcare company that combines wearable biosensors and cloud-based analytics to provide actionable cardiac health insights.

What you will do

• Lead daily operations of the GBS OUS customer care team, including queue performance, productivity, and quality metrics.
• Serve as the primary managing partner for the OUS BPO operation, overseeing business reviews and KPI delivery.
• Hire, onboard, and develop frontline staff and people leaders to support team scaling.
• Govern OUS work allocation to prevent operational leakage to US-based channels.
• Coordinate operations and maintain a consistent service model across Manila and Iloilo locations.
• Establish reporting cadences for CSAT, productivity, attendance, and risk indicators.

Requirements

• Strong people leadership experience with a focus on coaching, accountability, and talent development.
• Proven ability to build a performance culture grounded in metric ownership and structured problem solving.
• Experience managing BPO partnerships and overseeing external service delivery.
• Ability to provide executive-ready updates on risks, performance, and staffing readiness.
• Experience in managing operations across multiple geographical sites.

Culture & Benefits

• Commitment to an inclusive workforce and equal opportunity employment.
• Opportunity to work in a high-growth environment shaping the future of cardiac health.
• Culture driven by innovation, collaboration, and a patient-first mindset.
• Professional growth opportunities within a global business services (GBS) structure.