Our Client is building a digital BPO for customer support. It is a platform that caters to 50M small and mid-sized businesses across the internet. They provide a plug & play solution that offers consistent, efficient and personalised support to your customers.

Transformation Strategy & Roadmap: -

Own the 3–6–12 month transformation roadmap across the US BPO footprint—prioritizing high-ROI use cases in workforce productivity, SLA adherence, QA, customer experience, and unit economics.

Define the North Star operating model: target org design, right-shoring, skills, tech stack, governance, and metrics.

AI-Led Operations: -

Identify, pilot, and scale AI/automation interventions:

GenAI for agent assist, knowledge orchestration, summarization, drafting, and sentiment cues.

ML-driven forecasting, WFM optimization, and next-best-actions.

RPA/IPA for repetitive workflows, data entry, ticket triage, and reconciliations.

Conversational AI for self-service deflection and first-contact resolution.

Build the business case (TCO/ROI), run PoCs, and industrialize with robust change management.

Process Re-Engineering & CX: -

Map as-is processes, remove waste, standardize SOPs, and drive Lean/Six Sigma interventions.

Uplift NPS/CSAT, AHT, FCR, QA through data-backed interventions and closed-loop feedback.

P&L Impact & Governance: -

Deliver tangible impact on cost per contact, AHT reduction, automation rate, and margin uplift.

Establish weekly/monthly governance with leadership—OKRs, dashboards, financial impact tracking.

10–15 years total experience with 5+ years leading BPO transformations (preferably across customer support, collections, claims, back-office, or specialized ops).

Demonstrated end-to-end delivery of AI/automation programs with measurable impact on cost, time, and quality.

Hands-on with at least two of: GenAI agent assist, LLM-based summarization/QA, RPA/IPA, WFM optimization, speech/text analytics, knowledge management, conversational AI.

Strong process excellence credentials (Lean/Six Sigma toolkit; certification a plus).

High comfort with data-driven decisioning—defining metrics, building dashboards, quantifying ROI.

Excellent stakeholder management across onshore clients, ops leaders, engineering, and vendors.

High ownership: Lead the full-stack transformation of a US BPO at venture velocity.

Real impact: Direct line-of-sight to P&L outcomes and board-level visibility.