Service Delivery Manager - Customer Care - Sales & Support
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.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
We are inviting applications for the role of Senior Manager Data Science Senior Manager- Data Science will drive the data science agenda for Trust & Safety and Customer Care by aligning analytical solutions with business goals (e.g. user protection abuse prevention escalation reduction SLA performance). Responsibilities: - Strategic Leadership & Program Ownership - Lead the design and implementation of large-scale data-driven initiatives that enhance customer experience optimize operations and mitigate risk. - Own the roadmap for advanced analytics automation and AI/ML interventions within the support and moderation ecosystem. - Advanced Analytics & Insight Generation - Use machine learning natural language processing anomaly detection and clustering techniques to identify patterns in customer interactions and safety incidents. - Build and validate predictive models (e.g. - churn prediction ticket deflection fraud detection escalation risk scoring) and translate model output into business actions. - Develop real-time dashboards scorecards and KP Is to measure health of T&S and CX processes using tools like Tableau Power BI and SQL-based queries. - End-to-End Project Delivery - Lead end-to-end execution of data science projects from problem scoping data acquisition and modeling to stakeholder buy-in and implementation. - Drive continuous improvement in processes through structured experimentation (A/B testing hypothesis testing) and feedback loops. - Partner with engineering and product teams to operationalize models into business systems and support product feature development. - Stakeholder Engagement - Collaborate closely with senior leadership (including VP/Director levels) legal policy engineering and vendor operations to align on priorities and ensure responsible AI practices. - Act as the analytics thought partner to the T&S and Customer Care vertical leads by identifying data gaps advising on operational risks and building narrative-driven reports. - Represent the analytics function in governance forums client QB Rs or executive reviews with clear articulation of insights and value delivered. - Team Leadership & Development - Build and lead a high-performing team of data scientists and analysts; - mentor them on technical skillsets business problem solving and stakeholder management. - Foster a culture of analytical rigor experimentation and accountability in the team. - Manage resource allocation succession planning and capability uplift across regions (e.g. - India Europe LATAM teams). - Governance Risk & Ethical Data Use - Ensure all analytical solutions are compliant with regulatory frameworks (e.g. - GDPR platform trust policies) and reflect ethical data usage. - Establish robust data governance and validation processes to maintain data quality and consistency across all sources. - Innovation & Automation - Identify automation opportunities in moderation workflows escalation handling and customer support journeys using bots intelligent routing and NLP. - Explore cutting-edge AI/ML trends to evaluate their applicability in Trust & Safety or support scenarios (e.g. - LLM-based summarization of tickets real-time abuse pattern recognition).
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing
Certifications
ITIL Foundation - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)
Required Skills
Account Analysis, Audit Support, Budgeting, Business Development, Consumer Electronics, Contract Management, Digital Marketing Analytics, Electronic Hardware, Financial Planning and Analysis (FP&A), Generative AI, Internet Businesses, Manufacturing Equipment, Marketing Analytics, Process Orchestration, Sales, Salesforce Sales Cloud, Sales Forecasting, Sales Support, Semiconductors, Software Industry, Solutions Design, Stakeholder Management, Treasury Management
Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Sales & Support
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.
