About the Role

We are looking for a high-impact Associate Director – Engagement Services to lead client engagements, solution design, and project delivery within our growing engagement practice.

This role is ideal for someone who thrives in a client-facing, solution-oriented environment, with strong experience in contact center operations, transformation initiatives, and project management. You will play a critical role in driving client value, operational efficiency, and revenue growth through innovative and scalable solutions.

Key Responsibilities

Design and recommend customized contact center solutions based on client requirements
Lead end-to-end project management from solutioning to execution and closure
Drive client value enhancement, including cost savings and efficiency improvements
Identify and support upsell and cross-sell opportunities within existing clients
Collaborate with cross-functional teams (Sales, Product, Delivery) to ensure alignment
Support technology-driven initiatives, including AI and digital transformation projects
Manage stakeholders and ensure seamless delivery across multiple workstreams
Monitor project performance, track ROI, and mitigate risks

Key Competencies

Strong problem-solving and critical thinking skills
Results-driven with strong execution focus
Excellent communication and stakeholder management skills
Adaptable, agile, and able to work in a fast-paced environment

Qualifications

Bachelor's degree is preferred but not required with strong relevant experience
At least minimum of 7 years of experience in:
Client Engagement / Client Services
Project Management / PMO
Solutioning / Transformation roles
Background in BPO / Contact Center / Shared Services (Healthcare is an advantage)
Strong experience in stakeholder management and client-facing roles
Exposure to AI, automation, or technology-enabled solutions is a plus
Certification in PMP, Agile, or Six Sigma is an advantage but not required

Work Setup & Schedule

Hybrid work setup with frequent onsite/client meetings
Midshit
Work location: Zeta Tower, Quezon City

Associate Director Client Services