CX Transformation Manager

Job description

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 Were Looking For • 810 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 (610 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.