Associate Director - Digital Transformation

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/technology 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 and Experience:

Required Qualifications:

• Bachelor’s 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.)

• Experience in the contact center or BPO industry (Voice)

• 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
• Six Sigma Greenbelt or Blackbelt / PMP / OCM (Organizational Change Management) certification preferred.