Associate Director - Digital Transformation - Contact Center

Associate Director - Digital Transformation

About the Role:

We are looking for an experienced leader to join as Associate Director Transformation. The role involves driving large-scale transformation initiatives in the Customer Experience (CX) / Customer Service industry with a strong focus on voice-led operations.

The incumbent will be responsible for managing transformation programs, delivering measurable business outcomes, and leading large teams.

Key Responsibilities:

- Lead and execute cross-functional transformation initiatives across multiple accounts.

- Build and execute transformation roadmaps aligned to business goals.

- Drive cost optimization, revenue growth, and customer experience improvements.

- Manage and mentor teams of 10,00015,000 FTEs.

- Leverage new-age technologies including RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean/Six Sigma.

Must-Haves:

- 17+ years of experience in Transformation, Change Management, and Program Management.

- Proven leadership in CX / Customer Service (Voice).

- Strong expertise in process re-engineering and AI-enabled conversational solutions.

- Exceptional stakeholder management and communication skills.

Preferred Qualifications:

- Contact Center / BPO industry experience.

- SAFe, Six Sigma (GB/BB), PMP, OCM certifications preferred.