I&P GN - Song - Service- Manager - Process Excellence-PE
Accenture (company site, opens in a new tab)10+ yrsBengaluruOn-siteDirect career pageEst. 35–55 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end transformation and AI-native service operating model design for leading omnichannel retailers, advising C-suite executives.
- Build and manage a team responsible for delivering retail service reinvention solutions and generating business development opportunities exceeding USD 4M.
- Drive measurable business outcomes across customer value, growth, operational efficiency, and enterprise resilience through multi-workstream program delivery and stakeholder management.
Minimum Requirements
- 10+ years of experience in retail service transformation with deep domain expertise in grocery, apparel, or large omnichannel retail, including practitioner experience inside leading retailers (not advisory-only).
- MBA or equivalent postgraduate degree in Business, Strategy, Sales & Marketing; MBA or postgraduate retail qualification preferred.
- Strong knowledge of retail service processes, technology stacks (Genesys, NICE, Salesforce Service Cloud, ServiceNow, Zendesk, Kore.ai, Dialogflow), AI/ML applications, and operating model design combining human and AI agentic capacity.
- Work Experience Required: 10+ years
Ideal Candidate Profile
- Proven ability to manage complex, large-scale service transformation programs from strategy through to execution with measurable impact and enterprise value realization.
- Comfortable operating at the executive level with strong stakeholder management, business case development, and cross-functional fluency across business, operations, technology, and AI/data teams.
- Blend of strategic consulting and frontline retail leadership experience with hands-on knowledge of shopper, supplier, store, and fulfillment service domains and AI-enabled hybrid operating models.