Summary Position Summary Customer The Customer team empowers organizations to build deeper, more valuable relationships with customers by combining business strategy, creativity, data, technology, GenAI, and scaled operations.

We help Deloitte client service teams drive customer value creation and sustained growth across customer and commercial strategy, digital products and innovation, marketing, commerce, sales, and service. Our multidisciplinary teams—strategists, data scientists, operators, creatives, designers, engineers, and architects—bridge strategy and execution.

Through Business

Process as a Service (BPaaS), we also design, transition, and run technology-enabled operations that improve performance today while generating the data, insight, and learning required for continuous transformation.

Level: Associate Vice President – Marketing Operations & BPaaS Work you’ll do The AVP – Marketing Operations & BPaaS will define the strategic direction and lead the build-out of an integrated agency and marketing operations capability for enterprise clients. The role combines deep marketing domain expertise with large-scale operations leadership, commercial ownership, digital transformation, and AI-enabled innovation.

This leader will set the agenda across the portfolio—translating CMO priorities and market shifts into differentiated services; establishing repeatable operating models; steering complex transitions and multi-account delivery; and sponsoring automation and AI initiatives from opportunity identification through production deployment and benefits realization.

The VP will provide clear direction to capability, solutioning, transition, delivery, technology, and innovation leaders, while remaining close enough to the operation to challenge decisions, remove barriers, and protect quality. Success requires a leader who can move fluently between executive strategy and the operational detail of how marketing work is planned, produced, activated, measured, and optimized.

LEADERSHIP MANDATE Set direction

- Scale operations
- Industrialize AI

Job Responsibilities Strategy, Thought Leadership & Growth

- Set the strategic agenda and market point of view: Define positioning, growth priorities, the multi-year roadmap, and investment agenda; advise senior executives and lead market-facing thought leadership.
- Productize and grow the business: Build modular offerings, reference operating models, accelerators, commercial constructs, and go-to-market plans; shape complex opportunities and own pipeline, bookings, revenue, margin, and investment.
- Build executive and ecosystem relationships: Serve as a trusted adviser to client and Deloitte leaders and mobilize alliances and specialist partners around priority propositions and outcomes.
- Build market credibility: Lead thought leadership, executive forums, alliance narratives, case studies, and market-facing points of view that establish a differentiated position in marketing operations and managed services.

Marketing Operations & Enterprise Scale
- Provide end-to-end domain direction: Challenge the design and performance of operations across marketing demand and workflow, campaigns and media, CRM and personalization, creative and content supply chain, MarTech platforms, data, analytics, and measurement.
- Design the operating system: Define roles, handoffs, service boundaries, playbooks, controls, governance, and measures across retained marketing teams, agencies, technology partners, and global delivery.
- Build and scale enterprise operations: Set up, transition, stabilize, and expand multi-account, multi-tower operations supporting 300–1,000+ practitioners; standardize and reuse while protecting brand, creative, customer, market, and regulatory context.
- Scale operational delivery: Set priorities and govern service quality, capacity, risk, financial health, resilience, and continuous transformation; act as the senior escalation point when outcomes are at risk.

AI-Enabled Transformation & Performance





- Set a value-led AI and automation agenda: Prioritize analytics, automation, GenAI, and agentic use cases across intake, workflow, content, quality assurance, campaign operations, reporting, optimization, and knowledge management.
- Scale innovation into live operations: Sponsor initiatives from business case through production, adoption, and benefits realization; redesign processes, roles, skills, controls, KPIs, staffing, and commercial assumptions as work changes.
- Govern trust and performance: Establish responsible AI, data, privacy, security, intellectual property, and human-oversight guardrails, with scorecards covering marketing outcomes, SLAs, quality, productivity, innovation, financials, and risk.

Enterprise & Talent Leadership

- Lead through leaders: Build the organization and leadership system, clarify accountabilities, align multidisciplinary teams, coach senior leaders, and create succession depth.
- Build a differentiated talent model: Combine marketing craft, platform expertise, operational rigor, consulting capability, and AI fluency; mobilize consulting, creative, media, technology, data, finance, risk, talent, and alliance teams around a shared direction.

Location: Hyderabad / Chennai Education: Bachelor’s degree required; postgraduate qualification or MBA preferred.

Experience

- Senior leadership experience: 16+ years of professional experience, including at least 10 years leading large-scale marketing operations, agency delivery, digital operations, or managed services and a minimum of 5 years in executive leadership roles.
- Proven build-and-scale track record: Demonstrated experience setting up, transitioning, stabilizing, and scaling global or enterprise operations, including organizations of approximately 300–1,000+ team members.
- Deep marketing operations credibility: Strong operational understanding across multiple marketing domains such as campaign and media operations, CRM and lifecycle marketing, creative and content supply chain, MarTech operations, customer journey orchestration, data, analytics, and measurement.
- AI and automation leadership: Evidence of identifying, sponsoring, and scaling automation, analytics, GenAI, or agentic initiatives within live operations, with responsibility for adoption, controls, operating-model change, and measurable benefits—not only pilots or technology implementation.
- Commercial and P&L; ownership: Experience owning a multi-million-dollar portfolio or P&L; and making decisions across growth, pricing, investment, margin, capacity, utilization, and risk.
- Global delivery and transformation: Experience leading distributed onshore, nearshore, and offshore models and large transformation programs across multiple clients, geographies, or service towers.
- Executive client leadership: Credibility with senior marketing, customer, digital, technology, operations, and procurement stakeholders and the ability to influence strategic decisions in complex client environments.
- Thought leadership and market orientation: A clear point of view on the evolution of marketing operations, agency models, platforms, data, AI, and managed services, with the ability to convert that perspective into propositions and client conversations.
- Leadership judgment: Strong analytical, commercial, organizational, negotiation, and influencing skills, with the ability to make timely decisions, manage ambiguity, and provide calm direction during high-stakes delivery situations.

The team Our Digital Foundry Operate & Innovations (DFO&I;) team helps organizations design, build, transition, and scale digital products, experiences,



and operations that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, data specialists, and operators, we connect the work of transformation with the discipline of ongoing operations. Our capabilities span the digital lifecycle from research, experience and platform design through content production, marketing automation, campaign operations, and continuous optimization—enabling clients to experiment, learn, and scale with confidence. Preferred Skills, Project Experience & Certifications

- Marketing and technology platforms: Hands-on leadership exposure to major marketing ecosystems such as Adobe, Salesforce, Google, Meta, HubSpot, Marketo, Braze, leading media platforms, workflow tools, content platforms, and analytics environments.
- Operating excellence and transformation methods: Experience applying Lean, Six Sigma, process intelligence, service management, Agile, product management, or equivalent methods to redesign and improve live operations.
- Enterprise technology programs: Experience steering complex MarTech, data, cloud, workflow, or digital transformation programs and integrating those capabilities into managed operations.
- Responsible AI and data governance: Understanding of data privacy, information security, intellectual property, model risk, human oversight, and governance requirements relevant to AI-enabled marketing operations.
- Professional certifications: Relevant certifications in marketing platforms, analytics, AI, Agile, Lean Six Sigma, cloud, or program management are advantageous, but are not a substitute for demonstrated leadership and operational outcomes.
- Global mobility and collaboration: Flexibility to travel as required and work effectively with clients and teams across geographies and time zones.

Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people.

Explore DU: The Leadership Center in India .

Benefits To Help You Thrive At Deloitte, we know that excellent people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose.

To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

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Requisition code: 362103

📌 Marketing Ops -Operations AVP (Chennai)
🏢 Deloitte
📍 Chennai