Associate Director Transformation BPO (Pune)

Mastermind Network; Pune District; On-site; INR 3,500,000 - 4,200,000; Full time

Job summary

Mastermind Network seeks an Associate Director of Transformation to spearhead large-scale digital initiatives in Mumbai/Pune, modernizing contact center operations with GenAI and LLM technologies.

You will bridge executives with delivery teams, drive AI-driven customer experience architectures, and deliver measurable ROI across global service delivery models.

Qualifications

• 12–18 years in management consulting or large-scale digital transformation.
• Experience leading multi-stakeholder programs across CRM/Tech domains.
• Strong GenAI/LLM deployment experience.
• Hybrid work environment across Mumbai and Pune locations.

Responsibilities

• Architect end-to-end digital transformation strategies for contact centers.
• Lead LLM and GenAI implementations to automate interactions.
• Collaborate with product, engineering, and operations to map business pain points.
• Drive change management and measure ROI post-implementation.
• Communicate strategic concepts to global teams.

Skills

Management consulting

Digital Transformation

GenAI

Stakeholder management

Hybrid work

Cross-functional teams

Education

Advanced degree (MS/PhD)

Job description

Role Overview:

We are seeking a seasoned strategic leader to join our Mumbai/Pune office as an Associate Director of Transformation. In this high-impact role, you will spearhead large-scale digital initiatives, specifically focusing on the modernization of contact center operations through the integration of cutting-edge LLM and GenAI technologies. You will act as the primary bridge between executive leadership and technical delivery teams, ensuring that our transformation roadmap aligns with broader business objectives. By reimagining customer experience architectures and streamlining operational workflows, you will directly influence the efficiency, scalability, and innovation quotient of our global service delivery model.

Key Responsibilities:

• Architect and execute end-to-end digital transformation strategies to modernize contact center ecosystems, ensuring a seamless transition from legacy processes to AI-driven service models.
• Lead the implementation of Large Language Models (LLMs) and Generative AI solutions to automate complex customer interactions, thereby reducing manual overhead and enhancing resolution accuracy.
• Collaborate with cross-functional stakeholders, including product, engineering, and operations teams, to translate business pain points into actionable technical roadmaps.
• Drive organizational change management by fostering a culture of innovation, ensuring that teams are equipped to leverage new AI tools to deliver superior customer outcomes.
• Monitor and analyze performance metrics post-transformation to quantify business impact, ensuring that investments in technology translate into measurable ROI and improved service quality.

Required Skillset:

• Possess 12 to 18 years of professional experience in management consulting or large-scale digital transformation, with a proven track record of leading complex, multi-stakeholder programs.
• Digital Transformation / Contact Centre Transformation / CX Transformation experience. Experience on LLM projects and Gen AI implementation.
• This person will be responsible for managing multiple accounts with a large employee span (multiple domains like CRM, Tech, aviation, Retail, travel, etc. - voice majorly, along with non-voice).
• Good experience in Lean, Process re-engineering and deployment of AI solutions is required.
• Exhibit a strong technical grasp of GenAI and LLM application frameworks, with the ability to guide technical teams on the ethical and practical deployment of AI in customer-facing environments.
• Communicate complex strategic concepts with clarity and influence, effectively navigating boardroom discussions and managing expectations across diverse global teams.
• Hold an advanced degree from a premier institute, which complements your ability to think critically and solve unstructured problems in a high-pressure workplace.
• Thrive in a hybrid work environment, maintaining high levels of personal accountability and team engagement while operating across our Mumbai and Pune locations. .