Senior Project Manager - LDT

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Product Expert - Customer Service (Senior Manager)
A Product Expert / Product Manager in the Customer Service domain helps shape how millions of users experience support across a global technology ecosystem. This role goes beyond standard CX improvement work it requires deep curiosity about user behavior, sharp product instincts, and the ability to translate operational patterns from large-scale service environments into product-level recommendations. You'll study how different surfaces, tools, policies, and workflows affect resolution quality and user satisfaction, while identifying underlying root causes that limit efficiency or create unnecessary effort for users or agents. The role requires someone who can zoom into micro-level user journeys and zoom out to see the system-level product gaps behind them. You'll partner closely with product, engineering, operations, and quality teams to influence decisions, reimagine service flows, and build insights that support long-term product evolution. Your work will help simplify the way users seek help, reduce friction in issue resolution, and strengthen the overall support experience.
Responsibilities
.Lead end-to-end analyses of customer service journeys across multiple product areas, identifying pain points, frictions, and opportunities to improve resolution accuracy and speed.
.Conduct workflow and case-handling deep dives to identify where product design or tooling gaps create repeat contacts, escalations, or inconsistent experiences.
.Create structured product insights by studying metadata trends, issue categories, agent behavior, user feedback, and systemic breakdowns across the support funnel.
.Partner with product and engineering teams to influence roadmap priorities, highlight systemic defects, and shape the evolution of support experiences.
.Design reimagination projects that simplify agent workflows, automate repetitive tasks, or streamline user interactions across help surfaces and contact channels.
.Run experiments and operational pilots to validate product or policy changes before scaling them across the ecosystem.
.Consolidate patterns from misroutes, escalations, and quality audits to uncover feature gaps, UX misunderstandings, or policy inconsistencies.
.Build clear, data-backed recommendation briefs and narratives for senior stakeholders across operations, training, and product domains.
.Collaborate with training, quality, WFM, and operational leadership to ensure product changes land smoothly and deliver measurable impact.
.Advocate for user experience improvements by building compelling problem statements grounded in user empathy and operational realities.

.Identify automation, AI, and tooling enhancements that can reduce handling time while improving accuracy and user satisfaction.
.Mentor junior analysts and product operations partners in structured problem-solving and research.
Qualifications we seek in you!
Minimum Qualifications / Skills
. Post Graduation / MBA
Preferred Qualifications/ Skills
.Deep understanding of customer service ecosystems, support workflows, contact reduction strategies, and operational quality.
.Experience interpreting complex CX issues and converting them into structured product requirements or design recommendations.
.Strong product sense with the ability to influence how support tools, triage flows, and help surfaces evolve over time.
.Familiarity with CRM systems, case handling tools, automation platforms, and AI-assisted customer support technologies.
.Expertise in analyzing CX metrics such as CSAT, FRT, AHT, resolution rates, contact drivers, and error patterns.
.Strong analytical skills with experience using sampling frameworks, funnel analysis, journey mapping, and root-cause identification.
.Experience collaborating with product and engineering teams to define problem statements, clarify edge cases, and support feature rollouts.
.Ability to run structured research such as user journey analysis, workflow audits, competitive benchmarking, and field immersion studies.
.Strong communication and storytelling skills, with the ability to tailor narratives for senior leaders, operations, and technical audiences.
.Proven experience driving cross-functional alignment across operations, training, quality, and client teams.
.Knowledge of CX transformation frameworks, service blueprinting, and operational excellence methodologies.
.MBA or equivalent advanced degree preferred background in customer support operations or digital platforms is an advantage.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.