Transformation Director

Role Summary/Purpose: The VP Transformation will lead, manage and iterate the transformational vision and roadmap to drive new data driven strategies, technologies, and operational practices across all L3 process teams, including Applicable System Solutions. This person will be responsible for leading all phases of project management to include, but limited to, developing business requirements, process or product design, creating detailed project plan documentation, business implementation, validation, process controls and support of application solutions for the Operations team, while partnering closely with the Technology team, industry leaders, and outside consulting firms. Key Responsibilities: Customer Support & Service Transformation (Initial Focus)

• Lead a strategic transformation initiative for customer support and service operations, identifying opportunities for process optimization, automation, and innovation to enhance efficiency and effectiveness.

• Drive and lead customer & agent experience initiatives, improving processes, technology, and overall service delivery.

Provide leadership and dotted-line management to a team of sub-process owners across functions.

• Analyze current business processes, identify inefficiencies, and recommend data-driven solutions for optimization.

Provide guidance, support, and coaching to stakeholders at all levels to foster a culture of continuous improvement.

• Drive the adoption of new technologies, tools, and best practices to enhance operational efficiency and productivity.

Evolving into a Generalist Leadership Role

• After the initial transformation project, take on broader cross-functional strategic and operational initiatives, ensuring alignment with the company's vision and goals.
• Develop and implement transformation strategies, plans, and roadmaps, ensuring adherence to timelines, governance, documentation, and regulatory compliance.
• Collaborate with senior leaders and cross-functional teams to prioritize, document, and execute key initiatives, ensuring seamless delivery and measurable impact.
• Monitor and track the progress of transformation initiatives, continuously measuring their impact and identifying areas for further improvement.
• Stay informed about industry trends, best practices, and emerging technologies to drive innovation and continuous evolution within the organization.

This role requires a strong problem-solving mindset, operational excellence, and the ability to navigate ambiguity while driving impact at scale.

Required Skills/Knowledge: Experience and Education

• Graduation in any discipline from a reputed institution with 7-10 years of experience in program management, management consulting and business transformation roles, or in lieu of a degree 9-12 years of experience in program management, management consulting and business transformation roles.
• Strong background in customer support/service operations, with an understanding of operational efficiencies, automation, and performance optimization.

Program & Project Management

• Proven expertise in leading cross-functional projects, managing multiple stakeholders, and ensuring seamless execution of strategic initiatives.
• Hands-on experience with program governance, tracking KPIs, and driving execution in complex environments.

Strategic Thinking, Analytics & Problem-Solving

• Strong analytical and problem-solving skills, with the ability to structure ambiguous problems and make data-driven decisions.
• Experience in data structuring, dashboard creation, and visualization, using tools like MS Visio, Tableau or Power BI to track business performance and enable insights-driven decision-making.
• Ability to analyze complex datasets, identify trends, and provide actionable recommendations for process improvement and business optimization.