Care Excellence Lead
I
IntellectHealthcare Tech
Philippines. India. MalaysiaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 4 to 6+ years
- Required Skills
- Operations ManagementStakeholder managementZendesk
Requirements
- 4 to 6+ years of experience in operations, support, or service delivery roles within a tech company.
- Proven experience leading remote or global teams in SLA-driven, high-volume environments.
- Strong RCA, problem-solving, and stakeholder management skills.
- Comfortable working with dashboards and operational data in tools like FreshDesk or Zendesk.
- Ability to balance empathy with decisiveness in high-pressure situations.
- Willingness to provide shift flexibility for coverage during critical escalations or high-risk periods.
- Experience in 24x7 or global operations is a strong plus.
- Healthcare tech background is a plus.
Responsibilities
- 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.
- Act as the single owner for Care Excellence team metrics, dashboards, and insights, translating data into actionable narratives.
- Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures.
- Drive strategic projects, including setting up call-based support and scaling new care pathways.
- Ensure elevated service standards for white-glove and enterprise users.
- Lead and develop Associates and Senior Associates through coaching, performance check-ins, and capability building.
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