Digital Transformation Leader - Customer Service

The Role:

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 roadmap for clients in 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 stakeholder, 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 service line and have 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 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 (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc)

Preferred Qualifications:

- Working knowledge of the Scaled Agile Framework

- Experience in the contact center or BPO industry

- Six Sigma Greenbelt or Blackbelt

- PMP certification preferred

- OCM (Organizational Change Management) certification preferred.