Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.
Level: Contact Centre -Operations Vice President or equivalent
Work you’ll do:
The Vice President of Contact Centre Operations is the most senior leader of the contact centre function, with full organisational, commercial, and strategic accountability. The VP sets the vision and direction for the entire operation, leads the most senior stakeholder relationships, and represents the function at board and C-suite level. This is a transformational role demanding visionary leadership, deep commercial expertise, and an unwavering commitment to customer excellence
The VP brings together operations, product, technology, analytics, and transformation teams to move the contact centre from a people-led delivery model to an AI-enabled operating system. This leader is accountable for building repeatable automation and GenAI plays, improving customer and agent outcomes, and creating a talent and governance model that sustains performance as services scale.
Job Responsibilities:
- Own the vision, growth strategy, and performance of the entire contact centre function, balancing revenue, margin, service levels, customer outcomes, and risk.
-
Lead end-to-end solutioning for complex pursuits, renewals, and expansions - shaping differentiated operating models, transition approaches, commercial assumptions, and value cases.
-
Set the target operating model for scaled delivery across voice, chat, email, social, and digital self-service, including global location strategy, workforce design, governance, and resilience.
-
Establish an automation and AI roadmap that prioritizes the highest-value journeys for conversational AI, agent assist, knowledge automation, workflow orchestration, and advanced analytics.
-
Lead large transitions, transformations, and service expansions, ensuring readiness across people, process, technology, data, controls, and change adoption.
-
Build and reuse contact centre accelerators, playbooks, and industry use cases across CCaaS, CRM, WFM, QA, and analytics ecosystems; turn operational data and customer friction points into a governed automation backlog.
-
Own executive client relationships and lead C-suite governance, QBRs, transformation steering committees, and performance recovery discussions for strategic accounts.
-
Drive delivery excellence through a rigorous management system covering service levels, quality, compliance, productivity, customer satisfaction, employee experience, and transformation benefits realization.
-
Build a high-performing leadership bench across operations, solutioning, technology, analytics, and transformation; set succession plans and build future-ready career pathways.
-
Represent the practice externally with clients, alliance partners, and industry forums, strengthening Deloitte's market position in AI-enabled customer operations.
-
Lead the P&L for the contact centre function, driving profitable growth and cost optimization
-
Drive organisational design, talent strategy, and succession planning at the most senior level
Location: Hyderabad/ Chennai
Education:
- Bachelor's degree required;
Experience:
- 18 - 20 years of progressive leadership experience, with significant time at Senior level
- Proven track record of building and leading world-class contact centre or CX organisations
- Deep expertise in digital transformation, CX strategy, and technology enablement
- Board-level communication skills and executive presence
- Experience managing complex multi-geography, multi-client operations
- Strong regulatory and compliance awareness across relevant markets
The team:
Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.
Core Competencies:
- Visionary Leadership— Creates and communicates a compelling long-term vision
- Board-Level Influence— Engages and directs at the highest levels of the organisation
- Commercial Mastery— Delivers sustainable growth and shareholder value
- Organisational Builder— Creates high-performing, diverse, and resilient leadership teams
- Customer Champion— Embeds customer excellence as a non-negotiable organizational value
