Description: We are seeking a seasoned transformation leader to join us as Associate Director Digital Transformation. This role will spearhead large-scale strategic initiatives across the Customer Experience (CX) and Customer Service ecosystem, with a strong emphasis on voice-led operations. The ideal candidate brings deep expertise in driving measurable business outcomes, leading sizable teams, and orchestrating end-to-end transformation programs for global clients.
Key Responsibilities:
- Lead and deliver enterprise-wide, cross-functional transformation programs across multiple client accounts.
- Develop and execute transformation strategies and roadmaps aligned with organizational priorities.
- Drive initiatives focused on cost optimization, operational excellence, revenue enhancement, and CX improvement.
- Manage, mentor, and guide large-scale operations teams (10,00015,000 FTEs).
- Deploy next-gen digital and automation solutions including RPA, IVR, conversational AI, bots, analytics, Lean, and Six Sigma methodologies.
- Partner with senior stakeholders to ensure seamless execution, governance, and performance tracking.
Must-Have Experience:
- Minimum 17+ years in Transformation, Change Management, or Program Management.
- Demonstrated leadership in CX/Customer Service, particularly voice environments.
- Hands-on expertise in process redesign, digital enablement, and AI-driven conversational solutions.
- Strong stakeholder management, communication, and governance capabilities.
Preferred Qualifications:
- Background in Contact Center / BPO operations.
- Certifications such as SAFe, Six Sigma (GB/BB), PMP, or OCM are desirable.
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