Role Overview:
As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmaps for clients in the customer service domain.
Essential Job Elements:
- Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.
- Provide communication to key stakeholders, including but not limited to executive management, business owners, and business process leads.
- Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines.
- Identify new technologies that are relevant to the service line and have the potential to be scaled.
- Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement, and metric enhancement.
Profile & Experience:
- Bachelor's degree in computer science, engineering or relevant field and 10+ years of change management or transformation experience.
- 5+ years of Program Management experience in a matrix environment.
- Exposure to driving complex improvement and transformation projects across multiple accounts/domains.
- Transformation/Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean/Six Sigma).
- Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc).
- Experience collaborating cross functionally within all organizational levels to build collaborative relationships.
- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
- Analytical acumen and the ability to streamline complex processes.
- Flexibility to work in shifts.
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