Experience Required: 10+ years of experience in change management or transformation, with 5+ years of Program Management experience in a matrix environment

Qualification: Bachelors degree in computer science, engineering, or a relevant field

The Role:

As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who is responsible for building and executing a transformation roadmap 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 & metric enhancement.

Profile & Experience:

- Bachelors degree in computer science, engineering, or a relevant field, and 10+ years of change management or transformation

- 5+ years of Program Management experience in a matrix environment

- Exposure to drive complex improvement/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 (ChatBots, 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.

Preferred Qualifications:

- Working knowledge of the Scaled Agile Framework

- Experience in the contact center or BPO industry

- Six Sigma Green Belt or Black Belt

- PMP certification preferred

- OCM (Organizational Change Management) certification preferred.

Skills Required:

- Digital Transformation / Contact Centre Transformation / CX Transformation for international / mix of domestic & international processes

- This person will be responsible for managing multiple accounts with a large employee span (multiple domains like CRM, Tech, aviation, Retail, travel, etc. voice majorly, along with non-voice)

- Experience in Lean, Process re-engineering, and the deployment of AI solutions is required.

- Experience required in deploying solutions such as Voice Bot, Chat Bots, Conversational bots, Gen AI, Agentic AI, etc.

- People management role.

What will not work:

- Insurance, healthcare, back office & FnA domain wont work for this role.

- 5-day, WFO, extended-hours support as needed.

Pro

Follow Up

Didn’t find the job appropriate? Report this Job

Posted By

Pawan Tiwari

Senior Human Resources Generalist at M/S.Smart Solution