The Role:

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 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 & Experience

- 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 across international processes.

• 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). This is a Voice Heavy role.
- Experience collaborating cross functionally within all organizational levels to build team-oriented relationships.
- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
- Analytical acumen and the ability to streamline complex processes.
- Flexibility to work in shifts.

📌 Associate Director- Digital Transformation & GenAI/LLM (Contact Center) (Mumbai)
🏢 Winning Edge
📍 Mumbai