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Tier-1 brand, mid-level PMO title, metro location, broad AI and CX skillset increase competition.
Requires contact-centre, CX and GenAI transformation experience, so industry/domain fit is moderately important.
Explicit 7–10 years PMO requirement plus governance and AI transformation experience raises filter strictness.
Own program governance and establish governance forums, steering committees, and working groups for a large-scale Contact Centre Transformation leveraging Generative AI and digital technologies.
Develop and maintain integrated program plans tracking milestones, dependencies, budgets, resources, and deliverables across multiple workstreams, ensuring timely execution and risk management.
Prepare executive-level status reports, dashboards, and steering committee packs; drive stakeholder alignment and action tracking; monitor transformation KPIs and escalate delivery risks related to AI and operational readiness.
7-10 years of experience in PMO, program management, transformation, or consulting, preferably in contact centre, CX, or digital transformation.
Strong understanding of contact centre operations and transformation journeys.
Proficiency in MS Excel, PowerPoint, and project management tools.
Base location in Bengaluru with mandatory office presence at least 3 days a week; relevant degree (MCA, MTech, MBA, B.Tech, BBA, BSc, BE, B.Com).
Experienced in managing complex, multi-workstream digital transformations involving AI, Generative AI, automation, and conversational AI technologies.
Capable of communicating complex AI and technology concepts into clear business updates for CXOs and varied stakeholders.
Skilled in program governance including RAID management, dependency management, and executive reporting, with a track record of driving risk mitigation and stakeholder alignment.