Associate Director - Digital Transformation

As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmap for clients in customer service/technology domain.Essential Job Elements:- Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization. - Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads. - Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines. - Identify new technologies that are relevant to service line and have potential to be scaled - Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.Profile and Experience:Required Qualifications:- Bachelor’s degree in computer science, engineering or relevant field and 10+ years of change management or transformation - 5+ years of Program Management experience in a matrix environment - Exposure to drive complex improvement / transformation projects across multiple accounts/domains. - Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma) - Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc.) - Experience in the contact center or BPO industry (Voice) - Experience collaborating cross functionally within all organizational levels to build collaborative relationships. - Strong internal client-facing skills with excellent communication, negotiation and conflict management skills - Flexibility to work in shifts.Preferred Qualifications:- Working knowledge of the Scaled Agile Framework - Six Sigma Greenbelt or Black belt / PMP / OCM (Organizational Change Management) certification preferred.

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