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