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

Flexibility to work in shifts.

Preferred Qualifications :

Working knowledge of the Scaled Agile Framework

Six Sigma Greenbelt or Black belt / PMP / OCM (Organizational Change Management) certification preferred.