Agentic Operations Engineering Lead

5 days ago

aligarh, India beBeeEngineering Full time

Engineering Leadership OpportunityWe are seeking a seasoned engineering leader to spearhead our enterprise-wide transition from digital operations to agentic operations. This pivotal role will drive strategic alignment, ensure exceptional value delivery, and foster a culture of innovation.Key Responsibilities:Strategic Vision & DesignDevelop the operating model, role archetypes, and governance framework for agentic operations at scale.Define and execute the roadmap to transition 95,000 FTEs from digital to agentic operations.Collaborate with COOs and CFOs to deliver AO's contribution to segment ARR, margin expansion, and revenue per headcount.Translate operational outcomes into commercial value propositions for clients and build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered.Delivery Readiness & Client SuccessLead the Agentic Operations readiness accelerator to re-architect skills, responsibilities, and workflows.Drive AO-led delivery efficiency and business outcomes in designated accounts.Partner with segment COOs to integrate Agentic solutions into delivery frameworks, ensuring over 90% of revenues transition into AO by 2026.Institutionalize Agentic Quality Assurance (QA) and governance frameworks like Delivery Quality Index (DQI) for Digital Operations.Ensure seamless delivery in hybrid models (human + AI workforce) with consistent client experience and value realization.Establish an AO Performance Scorecard and build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered to clients.Govern AO adoption through clear checkpoints, risk controls, and Board/GLC reporting.Change LeadershipLead the Change Management function to drive mindset, process, and culture shifts across Genpact and client ecosystems.Collaborate with Global Delivery Center (GDC) leads to integrate AO into scaled delivery hubs.Lead the adoption and internalization of Agentic-first ways of working.Customer Experience & ValueOversee the Agentic Customer Experience (ACE) function and ensure adoption frameworks drive measurable value for clients.Track and report outcomes across delivery excellence (Stability + Client Outcomes), efficiency, effectiveness, and client satisfaction.Ensure over 85% compliance on Delivery Quality Index (DQI) across AO accounts by 2026.Establish AO best practices and playbooks, embedding continuous improvement across service lines.Partner with vertical COOs on transition planning, stable delivery, and AO adoption KPIs (NPS, responsiveness, predictability).Responsible & Sustainable AOPartner with the Head of Responsible AI to embed compliance, ethics, and observability into operations.Ensure scalable, resilient, and future-ready AO practices aligned with regulatory standards.Talent & Capability BuildBuild a global AO talent strategy with new role archetypes (e.g., AI Trainer, Workflow Designer, Evaluation Specialist).Develop career pathways, certifications, and rotation models to ensure workforce readiness.Risk & Compliance LeadershipAnticipate and manage risks (e.g., compliance gaps, client adoption challenges, workforce displacement issues).Establish proactive risk mitigation frameworks in collaboration with Responsible AI and Legal/Compliance teams.Thought Leadership & InfluenceRepresent Genpact externally at client forums,

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