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Care Excellence Lead

Philippines · remote · Salary not listed

Role overview

This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations.

It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights.

You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths.

Ownership, SLAs & Performance Management

Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience
Monitor team performance, productivity, QA outcomes, and SLA adherence
Proactively identify risks, trends, and gaps and drive corrective actions
Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods

Metrics, Insights & Reporting

Be the single owner for Care Excellence team metrics, dashboards, and insights
Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations
Highlight key risks, trends, improvements, and trade-offs based on the insights
Partner with stakeholders to continuously improve metric definitions and reporting quality

High-Risk Deployments & Incident Management

Be directly involved in all critical deployments, launches, or operational changes impacting care excellence
Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures
Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows

Strategic Projects & Care Model Development

Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams
Own exploration and setup of Care Excellence call-based support and other care delivery mediums
Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models

White-Glove & Enterprise User Experience

Ensure elevated service standards for white-glove and enterprise users
Act as escalation owner for sensitive or high-impact enterprise cases

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Care Excellence Lead

Role overview

Ownership, SLAs & Performance Management

Metrics, Insights & Reporting

High-Risk Deployments & Incident Management

Strategic Projects & Care Model Development

White-Glove & Enterprise User Experience

People Leadership & Capability Building

Process Improvement & Cross-Functional Collaboration

Requirements

Benefits

Why You’ll Love Working With Us: