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Senior Innovation Leader

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Associate Director Role Summary

As an Associate Director, you will play a pivotal role in leading innovation across various sectors by overseeing a team of consultants. Your primary responsibility will be to craft and execute transformation roadmaps for clients in customer service and technology domains.

Key responsibilities include:

  • Transformation Initiatives: Execute day-to-day cross-functional transformation initiatives and drive milestones to completion.
  • Stakeholder Engagement: Communicate with key stakeholders, including executive management, business owners, and process leads.
  • Business Case Development: Collaborate with consultants to develop business cases analyzing feasibility and impact across multiple service lines.
  • Technology Advancements: Identify new technologies relevant to service lines with potential for scalability.
  • Project Goals: Deliver on strategic and functional project goals focused on cost optimization, revenue enhancement, and metric improvement.

Required Qualifications:

  • A bachelor's degree in computer science, engineering, or a related field, along with 10+ years of change management or transformation experience.
  • 5+ years of program management experience in a matrix environment.
  • Experience driving complex improvement/transformation projects across multiple accounts/domains.
  • Transformation/process re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean/Six Sigma).
  • A strong understanding of AI-enabled conversation bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc.).
  • Experience in the contact center/BPO industry (Voice).
  • Cross-functional collaboration and internal client-facing skills with excellent communication, negotiation, and conflict management skills.
  • Flexibility to work in shifts.

Preferred Qualifications:

  • A working knowledge of the Scaled Agile Framework.
  • Six Sigma Greenbelt/Black belt/PMP/OCM certification preferred.