CX Transformation Manager

Job description

**Role Title:** CX Transformation Manager (Senior Manager Level) **Location:** Chennai / Bengaluru / Hyderabad (Hybrid) **Domain:** CX & BPO Transformation | AI & Digital Transformation **About the Role** Are you a CX/BPO innovator who can take a transformation concept from a blank whiteboard to a live deployment? At Straive, we are looking for a **CX Transformation Manager** to serve as the ultimate **Solution Owner** . You won't inherit pre-written briefs or work under an upstream architect—every solution will be your brainchild. You will spot friction points in contact center and BPO operations, design the functional logic, pitch the vision, and lead a dedicated **POD** Team to build it. **Key Responsibilities** - **Functional Solution Design:** Architect end-to-end business and workflow logic (FSDDs, process flows, AI/automation touchpoints) for contact center delivery. - **Direct POD Leadership:** Manage a dedicated 6-8-member AI POD (AI/ML Engineers, Developers, BAs) to turn your functional designs into working PoCs and deployments. - **Business Case & ROI:** Build financial models, calculate cost savings, and design implementation roadmaps for each transformation initiative. - **Pitching & Stakeholder Engagement:** Present transformation proposals directly to internal Operations Account Managers and external enterprise clients. - **SME Collaboration:** Work with internal Tech SMEs who will validate and review your architectural feasibility. **What We’re Looking For** - **8–10 Years Experience** in CX/BPO Transformation, Contact Center Consulting, or Pre-Sales Solution Design. - **Hands-On Solution Ownership:** Proven ability to independently conceptualize solutions, direct documentation, and own deliverables end-to-end. - **Domain Mastery:** Deep understanding of contact center metrics (AHT, CSAT, FCR, SLAs) and core platforms (CRMs, CCaaS, AI/RPA tools). - **People Leadership:** Experience directly managing cross-functional technical/analytical teams (6–10 members). - **Commercial Acumen:** Strong capability in modeling ROI, cost-benefit analyses, and client-facing value narratives. **Why Straive?** - High-impact role sitting at the intersection of AI innovation and global operations. - End-to-end autonomy over your solution vision and dedicated development team. - Direct exposure to enterprise leadership and prospective clients.