Associate, Operations

Convergys; Gurgaon; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix in Gurgaon is seeking an Associate, Operations to serve as a Privacy Concierge SME, providing bespoke privacy compliance guidance to a curated Book of Business of app developers.

The role blends AI-assisted Tier 1 tasks with Tier 3 escalations, requiring sound judgment, strong written English, and ability to navigate complex privacy tools.

You will draft developer communications, monitor KPIs and SLA, and collaborate with cross-functional teams to improve privacy workflows.

Qualifications

• 2–4 years of privacy/compliance or developer support experience.
• Working knowledge of privacy review frameworks.
• Excellent written English with clear, empathetic communication.
• Ability to navigate internal tools and dashboards with accuracy.
• Experience using AI tools in operations or support settings.

Responsibilities

• Draft personalized communications reflecting each developer's history and context.
• Ensure KPIs and SLA compliance.
• Review AI Tier 1 work and escalate complex Tier 2 cases.
• Monitor assessment lifecycles for BoB accounts and deadlines.
• Document compliance records and track outreach data.

Skills

Privacy/compliance

Developer support

AI tools experience

Written English

Cross-functional collaboration

Education

Graduate

Tools

Salesforce

Google Drive

Google Chat

Job description

Job Title: Associate, Operations

Job Description The Privacy Concierge SME Agent provides bespoke, white-glove privacy compliance support to a curated Book of Business (BoB) of select app developers. Operating as a subject matter expert on Client's privacy review frameworks, the SME Agent delivers tailored, developer-specific guidance that goes beyond templated or automated responses. This role bridges AI-automated Tier 1 tasks (sending reminders, answering low complexity questions, providing education) and FTE-managed Tier 3 escalations, requiring sound judgment, deep familiarity with Client's compliance ecosystem, and clear, empathetic communication. Comfort with AI tools is expected, and the SME Agent is encouraged to contribute to the continuous improvement of AI-assisted workflows ROLE : Data Privacy Specialist DESIGNATION : Associate, Operations LOCATION : Gurgaon YEARS OF EXPERIENCE : 2+ years Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

• Draft and send personalized developer communications — not canned responses — reflecting each developer's compliance history, app type, and ecosystem context.
• Ensure pre-defined quality key performance indicators (KPIs) and SLA are met.
• Review output and quality of AI agent Tier 1 work (sending reminders, answering low complexity questions, providing education) and focus SME attention on Tier 2 work (human touch support for developers, debugging, and troubleshooting of more complex issues).
• Monitor the full assessment lifecycle for assigned BoB accounts: proactively identify upcoming deadlines, ensure developers are notified and prepared, and provide cyclical support through to resolution.
• Interpret reviewer feedback and provide clear, actionable guidance to developers; elevate unclear or inconsistent feedback and follow through to resolution.
• Maintain accurate compliance records in the Outreach Tracker and other designated tools, monitoring outreach dates, submission status, RFI and violation details, and key partner contacts.
• Guide developers in navigating developer-facing tools, dashboards, and devkits, including helping them locate privacy requirements, understand submission workflows, request extensions, and report bugs on their behalf.
• Conduct 1:1 Zoom calls with developers at the discretion of the overseeing FTE, covering program introductions, check-ins during active assessment cycles, and guidance on complex compliance situations.
• Escalate cases that exceed scope with a clear summary of the issue, steps taken, and relevant developer context.

Use AI assistants and internal tools to

• (i) prioritize, investigate, and debug issues efficiently, escalating to specialists, when necessary
• (ii) monitor and improve daily efficiency and drafting quality (including basic debugging)
• (iii) flag workflow gaps and contribute feedback to support ongoing AI/automation improvements

Participate in quality review cycles and retrospectives; flag missing or unclear SOPs and engage constructively with performance feedback and coaching.

Efficient with cognitive load balancing and alternating between manual (human) work and managing one or more AI workstreams/agents, while prioritizing the developer’s success.

Key skills & knowledge

• 2–4 years of experience in privacy/compliance, developer support, or customer support
• Working knowledge of privacy review frameworks (e.g., data use policies, data protection agreements, privacy assessments)
• Exceptional written English; ability to draft clear, accurate, and empathetic developer communications
• High degree of accuracy in tracking, documentation, and policy interpretation
• Ability to navigate complex internal tools and dashboards; comfort using AI assistants daily
• Ability to independently assess case complexity and determine the appropriate escalation path
• Ability to work cross-functionally with internal stakeholders
• Experience with AI tools

Preferred skills

• CIPP (Certified Information Privacy Professional), CIPM (Certified Information Privacy Manager), or OneTrust Privacy certification; or willingness to obtain within 6 months after starting
• Background in (para)legal work or legal operations
• Experience with developer-facing or partner-facing communications in a tech environment
• Familiarity with CRM platforms (e.g., Salesforce) and productivity tools (e.g., Google Drive, Google Chat)

Educational Qualification

Graduate

Location: IND Gurgaon - Bld 6 Ground & First Floor Language Requirements: Time Type: Full time

Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.