Assistant Vice President

Ready to build the future with AI? 
At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges. 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment. 
Genpact (NYSE\: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on LinkedIn, X, YouTube, and Facebook. 
Inviting applications for the role of Assistant Vice President - Customer Facing Senior Manager AP
We are seeking a visionary and results-driven Senior Manager – IT Customer Experience (CX) to define and lead the global strategy for elevating the end-user experience across all IT support services. This role will drive innovation through AI-powered self-service capabilities, reduce reliance on traditional Level 1 support, and champion a customer-centric culture across the IT organization. The ideal candidate will lead a global team, collaborate with cross-functional stakeholders, and ensure IT services are intuitive, intelligent, and aligned with business needs.

Responsibilities

• Define and own the global IT Customer Experience strategy aligned with IT and business objectives.

• Establish a future-focused vision for user support emphasizing automation, self-service, and user empowerment.

• Lead, mentor, and develop a high-performing global CX team, fostering collaboration across regions and cultures.

• Champion the adoption of AI-driven support tools including Generative AI, chatbots, intelligent knowledge bases, and virtual assistants.

• Drive initiatives to eliminate Level 1 IT support calls through automation and predictive issue resolution.

• Lead the introduction and scaling of digital experience platforms and self-healing systems.

• Define and track performance metrics and KPIs to measure service quality, user satisfaction, and adoption.

• Analyze support trends to identify pain points and opportunities for continuous improvement.

• Ensure technical and operational readiness for new tools and services.

• Serve as the voice of the customer within Digital Technologies (DT), ensuring user experience is central to service design.

• Collaborate with IT Operations, Infrastructure, Security, Applications, and external partners to ensure seamless service delivery.

• Manage vendor relationships and financials to ensure quality services are delivered within budget.

• Partner with Change Management and Communications teams to drive adoption of new tools and processes.

• Lead change readiness initiatives to ensure smooth transitions and high user engagement.

Qualifications we seek in you
Minimum Qualifications
'- Strong leadership with the ability to inspire and manage global, cross-functional teams.
- Proven experience in customer experience design and transformation, in a technology-focused environment.
- Deep understanding of IT support models and service delivery in a global enterprise context.
- Expertise in emerging technologies including Generative AI, chatbots, NLP, self-healing systems, and digital experience platforms.
- Strong analytical skills with experience using data and KPIs to drive decision-making.
- Excellent stakeholder management, communication, and influencing skills.
- Strategic thinker with a hands-on approach to execution.
- High level of organizational agility and change leadership.

Preferred Qualifications/ Skills

•    Master's degree in a relevant field.

•    Certifications in cloud technologies like AWS Certified Solutions Architect or Azure Solutions Architect Expert.

•    Experience with DevOps practices and tools.

•    Proven track record of leading successful cloud transformation projects.

Why join Genpact? 

•    Lead AI-first transformation – Build and scale AI solutions that redefine industries 

•    Make an impact – Drive change for global enterprises and solve business challenges that matter 

•    Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills 

•    Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace 

•    Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build 

•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters\: Up.  
Let's build tomorrow together. 

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 respect and integrity, customer focus, and innovation.  
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 'starter kit,' paying to apply, or purchasing equipment or training.