{"id":2753669,"url":"https://alion.io/job/empower-director-for-customer-service","title":"Director for Customer Service","company":{"id":3694,"name":"Empower","domain":"empower.com","url":"https://alion.io/company/empower","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":20,"ghost_share":0.15,"stale_share":0.1,"repost_share":0.25,"time_to_fill_p50_days":14,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":47000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":393},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-28T07:09:04Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.\nChart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.\nThe Director, Customer Service leads multiple Customer Service teams in the Philippines through Managers and is accountable for operational performance, customer experience, talent development, and business results. The role oversees approximately 8-10 teams and 125 or more indirect reports, driving service quality, customer satisfaction, productivity, efficiency, capacity, engagement, and retention.\nWorking overnight hours in the Philippines to align with U.S. business hours, the Director collaborates with U.S.-based Customer Service Directors, Philippines site leadership, Human Resources, Workforce Management, and cross-functional partners to deliver consistent operational results and customer experiences.\nWhat You Will Do\nLead approximately 8-10 Customer Service teams through Managers, providing leadership and oversight for approximately 125 or more indirect reports.\nDirect daily contact center operations, including service levels, real-time operational decisions, workforce capacity, and issue resolution.\nOwn established key performance indicators (KPIs) for customer satisfaction, service quality, productivity, efficiency, capacity, employee engagement, and retention; analyze results and implement corrective action plans.\nPartner with U.S.-based Customer Service Directors to resolve systemic issues, align operating practices, and improve customer and employee experiences across locations.\nCoach and develop Managers through performance management, leadership development, succession planning, and talent retention initiatives.\nPartner with Human Resources on coaching, progressive discipline, hiring, promotions, and employment decisions within established policies and authority.\nPartner with Workforce Management to assess staffing forecasts, attrition, capacity requirements, and scheduling needs.\nEvaluate staffing decisions against budget requirements and manage operational resources within approved plans.\nCollaborate with Talent Acquisition and onboarding teams to support hiring plans, new-hire readiness, and staffing risk mitigation.\nIdentify and respond to business continuity risks, coordinating operational response and escalation with relevant business partners.\nRepresent Enterprise Customer Service on the Manila leadership team and participate in cross-functional site initiatives.\nContribute to department objectives, priorities, policies, and procedures, and implement approved operational strategies.\nOversee risk management, internal controls, and regulatory compliance execution, including risk identification, escalation, and remediation.\nExercise independent judgment on time-sensitive operational and personnel matters within established policies and authority.\nWhat You Will Bring\nBachelor's degree in Business, Finance, or a related field, or four additional years of customer service or financial services experience in lieu of a degree.\n6-8 years of management experience in customer service, contact center operations, financial services, or a related environment.\nFINRA Series 6, Series 63, and Series 26 registrations obtained within corporate-established timelines.\nFINRA Fingerprinting required.\nDemonstrated experience leading multiple teams through Managers and achieving performance objectives for service, quality, customer experience, productivity, and efficiency.\nExperience in leadership coaching, performance management, succession planning, employee engagement, and retention.\nAbility to analyze operational performance data, identify trends and risks, and develop actionable improvement plans.\nStrong decision-making, problem-solving, and escalation judgment in time-sensitive operational environments.\nStrong written and verbal communication, influencing, and cross-functional collaboration skills.\nFluency in English.\nKnowledge of financial services and retirement services operations and their impact on customer and business outcomes.\nAbility to work overnight hours in the Philippines to align with U.S. business hours and operate effectively in on-site and hybrid work environments.\nWhat Will Set You Apart\nExperience leading large-scale, multi-team contact center operations in financial services or retirement services.\nExperience collaborating with U.S.-based leadership while managing operations in the Philippines.\nExperience with Workforce Management, staffing forecasts, capacity planning, and operational resource allocation.\nExperience overseeing risk, controls, and regulatory compliance in a regulated customer service environment.\nExperience implementing operational improvements across multiple teams or locations.\nWe are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.","description_format":"text","description_chars":5789,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Custody & Fund Administration"],"lifecycle":[{"event":"open","at":"2026-10-17T00:59:33Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.87,"p_room":0.75,"age_days":12,"expected_fill_days":14,"reasons":["conf:4","velocity","win:late"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/empower-director-for-customer-service","json_url":"https://alion.io/job/empower-director-for-customer-service.json","meta":{"generated_at":"2026-10-28T10:30:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13816,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3694},"rest":"https://alion.io/mcp/rest/get_company?id=3694"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fempower-director-for-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fempower-director-for-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fempower-director-for-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/empower-director-for-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fempower-director-for-customer-service"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2753669}},{"tool":"search_jobs","arguments":{"company":"empower.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2753669},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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