Associate Director - Transformation - AI & Automation Customer Experience

Associate Director - Transformation

Location: Mumbai, Pune

Experience: 10+ Years

We are looking for a senior Transformation Leader to drive large-scale customer service and digital transformation initiatives.

Key Responsibilities:

- Lead cross-functional transformation programs and drive execution.

- Build transformation roadmaps and business cases.

- Drive process re-engineering, automation and operational improvement.

- Identify and scale AI, RPA, IVR, conversational AI, bots and analytics solutions.

- Partner with senior stakeholders, business owners and process leaders.

- Deliver measurable improvements in cost, revenue and operational metrics.

Requirements:

- 10+ years in Transformation - Change Management.

- 5+ years of Program Management experience.

- Strong Digital - Business Transformation and Process Re-engineering experience.

- Exposure to AI, RPA, Automation, Conversational AI - Chatbots and Analytics.

- Strong stakeholder management and client-facing skills.

- Contact Center - BPO experience preferred.

- PMP - Six Sigma - OCM certification preferred.