Service Delivery Manager - T&S - Moderation Services
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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Job Description
Inviting applications for the role of Manager or Senior Manager Data Scientist! A Data Scientist in this team plays a critical role in transforming operational data into meaningful intelligence that drives better product decisions improves workflow efficiency and strengthens overall business outcomes. This role requires someone who can make sense of messy high-volume datasets that come from Trust & Safety workflows customer service patterns issue resolution funnels and product operations. Youll design analytical frameworks that uncover root causes identify behavioral patterns and reveal opportunities that are not immediately obvious from surface-level metrics. Your work will shape how teams understand performance risk and user experience across multiple lines of business. You will collaborate closely with product managers engineers operations teams and senior leadership to design models validate hypotheses and translate analytical findings into clear recommendations. More importantly you will help build a disciplined data-driven culture by creating insights that influence strategy guide experimentation and support long-term transformation efforts. Responsibilities: - Analyze large datasets from operations workflow tools reviewer behavior and product surfaces to identify patterns trends anomalies and root causes across different LO Bs. - Build statistical models prediction frameworks or pattern-recognition solutions that support content integrity customer experience or operational optimization initiatives. - Design and run experiments A/B tests and pilots to validate hypotheses and quantify the impact of new products policies or workflow changes. - Create dashboards metric frameworks and reporting systems that provide clear visibility into performance quality volume trends and risk indicators. - Partner with product managers engineering teams and operational leaders to convert analytical insights into product or process improvements. - Conduct deep dives to understand user journeys escalation drivers quality breakdowns reviewer inconsistencies or systemic inefficiencies. - Build segmentation models that unpack user behavior fraud characteristics agent decisions or cohort-level performance trends. - Provide data-driven risk assessments and opportunity sizing that help prioritize roadmap decisions and operational investments. - Evaluate model performance identify bias patterns and recommend improvements to strengthen reliability and fairness. - Lead structured storytelling sessions with senior stakeholders to communicate insights clearly and influence decision-making. - Automate analytical workflows enhance data pipelines and ensure data integrity for recurring or large-scale analysis. - Mentor analysts on statistical thinking experimentation discipline and data interpretation best practices.
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
PMP - UdemyUdemy, Registered Professional Adjuster (RPA) - GenpactGenpact, Set of certifications from IT Infrastructure Library (ITIL) - EXINEXIN
Required Skills
Audit Risk Assessments, Budgeting, Change Management, Compliance Risk Management, Content Management, Content Strategy, Critical Thinking, Data Analytics, Information Security Risk Management, Operation Risk Management, Risk Management, Third Party Risk Management, Trust and Safety
Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
T&S - Moderation Services
Remote Type -
Office
Work Shift -
Rotating (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
