Senior Business Insight Manager

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Key Responsibilities

1. Strategic Transformation Leadership

• Define and lead enterprise transformation programs focused on cost reduction, process efficiency, and quality improvement across global BPO operations.

• Align transformation initiatives with strategic business objectives, driving outcomes around productivity, billable utilization, SLA adherence, and CX metrics (CSAT, FCR, etc.).

2. AI/ML-Driven Innovation

• Identify and lead use cases for machine learning, generative AI, NLP, predictive analytics, and automation across key functions (quality assurance, workforce management, fraud detection, content moderation, etc.).

• Partner with internal data science, product, and engineering teams to develop AI/ML solutions, PoCs, and production-grade deployments.

3. Process Reengineering & Six Sigma

• Apply Lean Six Sigma (Black Belt certified) methodologies to redesign workflows, eliminate waste, and reduce variation in critical processes.

• Conduct value stream mapping, RCA workshops, and process simulations to uncover optimization opportunities.

• Develop and track transformation KPIs like AHT, TAT, Idle Time, Utilization, Attrition, and Forecast Accuracy.

4. Cross-functional Program Execution

• Collaborate with business leaders, operations heads, and IT stakeholders to roll out initiatives with measurable ROI.

• Manage complex transformation roadmaps with agile governance, stakeholder alignment, change management, and risk mitigation.

5. Capability Building & Change Management

• Drive organizational maturity in digital transformation, citizen development, and AI literacy.

• Lead CoE (Center of Excellence) for AI-augmented operations and continuous improvement.

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Required Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related field (Master's preferred).

• Six Sigma Black Belt certification (mandatory).

• 12+ years of experience in BPO / KPO / Shared Services, with proven ownership of large-scale transformation projects.

• 5+ years of experience leading AI/ML initiatives, with demonstrable understanding of model lifecycle, deployment, and AI governance.

• Proficient in tools like Python, SQL, Power BI/Tableau, and exposure to AI platforms (Azure AI, AWS SageMaker, Google Vertex AI, or OpenAI APIs).

• Strong command over automation technologies (RPA tools like UiPath, Blue Prism, or Power Automate).

• Deep understanding of BPO metrics and operational challenges in domains like CX, F&A, Risk, and Content Operations.

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Preferred Traits

• Strategic thinker with a bias for action and problem-solving mindset.

• Strong leadership presence with ability to influence C-level stakeholders.

• Excellent communication and storytelling skills, especially in presenting data-backed Recommendations.

• Comfortable operating in fast-paced, ambiguous, and matrixed environments.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL