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
