Associate Service Delivery Manager

Who We Are

Xillium is not a traditional services company, and we are intentional about that.

We build long-term partnerships with our clients by developing people who think clearly, communicate thoughtfully, and genuinely care about relationships. We value growth, ownership, and professionalism, and we invest heavily in training and mentorship rather than relying on titles or past labels.

At Xillium, people are empowered to grow beyond their starting point. We do not hire for what someone was—we hire for who they can become.

About the Role

We are looking for bright, motivated individuals with strong people skills who want to grow into a client-facing leadership role through structured internal training and mentorship.

This is not a traditional account manager role. We designed it for people who may have no background in account management, but who naturally connect with others, communicate well, and show strong potential to become trusted relationship leaders over time.

You will be supporting healthcare organizations in the United States: clinics, physician groups, and health systems that rely on our teams to keep essential work moving for their patients. Most people join this role knowing nothing about US healthcare. That is expected. Teaching you that business is the core of the program, and it is what separates someone who can hold a client from someone who can only hold a process.

You will start supported, with a mentor and a defined scope. Over time, and as you demonstrate readiness, you will take on larger and more complex client accounts.

If you enjoy talking with people, learning new things, and growing through feedback and mentorship, this role may be a strong fit.

What You'll Do

As a Service Delivery Manager, you will eventually own the day-to-day delivery of support services for a healthcare client. You will grow into this. Nobody starts here.

• Own the work. Make sure the work your team handles gets done accurately and on time. Understand what "done" really means for each type of work, and how it affects our client's patients, because that is ultimately how our clients measure us.
• Lead a team. Work through supervisors to keep coverage, quality, and morale steady. Coach people, build backups so one absence does not break anything, and help new team members get up to speed.
• Be the client's daily contact. Your client is the healthcare organization we support, and your job is to give them confidence that the work behind their patient care is handled. Run the weekly operations call with your client's managers, give clear updates, raise problems early, and follow through on what you commit to.
• Know your numbers. Track how your account is performing, explain a difficult month honestly and with a plan, and spot a problem before your client does.
• Know when to escalate. Understand the limits of your own authority and raise things early rather than trying to solve everything alone. This is a strength here, not a weakness.
• Learn the healthcare business. Understand how a US medical practice actually runs, so you can have credible conversations with client leaders about their operations, not just report numbers back to them.

Training & Development

This role comes with a structured mentoring program. You will not be handed an account and left to figure it out.

A named mentor. You will be paired with an experienced manager who meets with you regularly, reviews your real work, and explains the reasoning behind decisions, not just the rules.

Healthcare fluency, taught properly. Structured learning on how US healthcare works: how a patient moves through a medical practice, how insurance and authorizations affect care, and how medical records and clinical workflows are handled. You will also learn why an error on our side creates a real problem for our client and the patients they care for. This is the foundation of everything else, and it is what allows you to speak credibly with client leaders rather than only reporting numbers to them.

Learn by doing, in stages. You watch your mentor handle a client situation. Then you handle it together. Then you handle it yourself and debrief afterward. Client-facing skill is built this way, not from a manual.

Clear levels, clear progression. The program has defined levels, from supported to independent to enterprise-ready. You always know what you need to demonstrate to move forward, and advancement is based on what you can actually do, not on how long you have been here.

Feedback you can use. Regular, specific, and honest. You will be told what is working and what is not. People who grow fastest here are the ones who take that well.

Who This Role Is For

This role is ideal for someone who:

• Has strong people skills and enjoys talking with and being around others
• Communicates clearly in spoken and written English
• Is curious, coachable, and open to feedback
• Shows emotional maturity and professionalism
• Takes responsibility and follows through
• Thinks calmly and clearly when solving problems
• Is looking for long-term growth, not just a title

Your background or past job titles matter far less than your ability to connect with people and grow.

Who This Role Is Not For

This role may not be a fit if you:

• Are seeking a traditional BPO or "plug-and-play" account manager position
• Prefer rigid scripts, fixed processes, or minimal feedback
• Are resistant to training, coaching, or change
• Are primarily focused on title, seniority, or immediate authority

Requirements

Experience and Skill Requirements

• No prior account management or client-facing experience is required
• Graduate of a 4-year college degree or equivalent
• Excellent English communication skills, written and verbal
• Tech savvy
• Open to feedback and willing to adjust behavior
• Eager to learn new concepts, systems, and ways of thinking
• Calm, respectful, and thoughtful in different situations
• Follows through and takes responsibility
• Comfortable with change

We are hiring for general ability, people skills, and potential, not past roles.

Benefits

• Statutory health insurance coverage
• Paid vacation and sick leave in accordance with Philippine labor standards
• Hybrid work setup with both office and work-from-home flexibility
• Opportunities for professional development and training
• Supportive team environment and collaborative company culture
• Travel allowance for inter-site visits
• Competitive Pay
• Paid training
• Annual salary increase
• 10% night differential & holiday pay
• Attendance bonus
• Career advancement & incentives
• Health & Protection
• Free HMO after training
• 1 free dependent (Year 1)
• Up to 2 dependents (under 5 years tenure)
• HMO upgrade at Year 5
• SSS, PAG-IBIG, PhilHealth
• Paid Time Off
• Service Incentive Leave (prorated)
• Sick & Vacation Leave
• Bereavement, Maternity/Paternity
• Solo Parent & Gynecologic Leave
• Tiered leave credits
• Convertible leave credits
• Financial & Long-Term Benefits
• 13th month pay (June & December release)
• No-interest cash advance (after 1 year, subject to conditions)
• FWD retirement fund (Year 4 eligible, Year 7 fully covered)
• Year-end performance incentive
• Milestone recognition packages
• Work Environment
• Company equipment + IT support
• Work-life balance
• Performance appraisal
• Continuous learning
• Inclusive, values-driven leadership