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.
