Sr. Manager, OUS Customer Care Operations (GBS) ILOILO

Location: Manila, Philippines; operations supported across Manila and Iloilo.

Company

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

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 employees and people leaders as the organization scales.
• Drive performance management, calibration, coaching effectiveness, and KPI accountability.
• Manage the external OUS BPO partnership through business reviews, KPI oversight, escalations, action planning, and work allocation governance.
• Partner with Workforce Management, Training, Quality, HR, IT, and Customer Care leadership to maintain operational readiness and service continuity.
• Lead BPO reduction, GBS ramp-up, knowledge transfer, and go-live transition activities.

Requirements

• Strong people leadership skills, including coaching, accountability, engagement, change leadership, and talent development.
• Experience managing customer care or call center operations and frontline performance.
• Ability to own service-level, quality, CSAT, productivity, attendance, backlog, and risk reporting.
• Ability to establish and maintain SOPs, training materials, escalation pathways, and performance routines.
• Ability to provide executive-ready updates and build partnerships with shared services, vendors, and internal stakeholders.

Culture & Benefits

• Full-time employment with an inclusive and equal-opportunity workplace.
• Work focused on improving cardiac health and patient outcomes.
• Reasonable accommodations are available for qualified applicants with disabilities.