Transformation Lead - Operational Processes
Description -
Job Summary
Lead AI-first transformation of Field & Channel operations, embedding automation, predictive insights, and agentic AI capabilities to deliver scalable efficiency, superior customer experience, and next-generation service models.
- Lead end-to-end transformation of field and customer account management processes using AI, automation, and digital solutions
- Drive continuous improvement initiatives across operations, focusing on cost, productivity, and customer experience
- Identify and implement digital and AI-enabled improvements (e.g., process automation, insights-driven decision-making)
- Partner cross-functionally (Field, Supplier Management, CX, Digital teams) to deliver end-to-end operational outcomes
- Redefine operating models to be simpler, more standardized, and scalable across markets
- Improve supplier and partner performance through structured governance, insights, and performance tracking
Track business impact through defined KPIs (cost-to-serve, SLA adherence, CSAT, efficiency)
Key Outcomes - Increased automation rates and reduced manual interventions
- Measurable improvement in cost-to-serve through AI-led optimization
- Enhanced customer experience (CSAT) via faster, predictive, and proactive support
- Increased adoption of digital and selective AI-driven capabilities
Profile - Robust experience in operational transformation with AI / digital integration focus
- Proven track record of delivering AI or automation-led business outcomes
- Deep understanding of field services, customer support, and supplier ecosystem
- Experience with data-driven decisioning, analytics platforms, or AI-enabled tools
- Ability to drive cross-functional transformation at scale and influence senior stakeholder
Education Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated compe
📌 Transformation Lead (Bengaluru)
🏢 Hp
📍 Bengaluru