Front Line Manager - S&M - Customer Success 4B

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Wilkes-Barre (Luzerne County); Remote; USD 41,000 - 51,000; Full time

Job summary

Genpact, a leader in AI-powered solutions, seeks a Front Line Manager for S&M - Customer Success to coordinate customer accounts, optimize order processes, and drive learning initiatives across teams.

The role emphasizes cross-functional collaboration, training program design, and ongoing optimization using modern tools. It requires strong CX, CRM, and ERP capabilities and English language proficiency with regional flexibility.

Qualifications

• Bachelor's degrees in Commerce, Economics, or Finance.
• MBA or Master's in Business Analytics preferred.
• Certifications: CSM and Six Sigma Green Belt.

Responsibilities

• Serve as the primary liaison between sales personnel, brokers, distributors, customers, and internal teams to investigate, resolve, and respond to inquiries and issues.
• Ensure accurate processing, shipping, and invoicing of customer orders while aligning training and operational functions with business goals.
• Evaluate individual and team performance to ensure training programs meet business needs, improve performance, and maintain compliance deliverables.
• Manage assigned customer accounts, providing support for order fulfillment and acting as the point of contact between customers, sales, and internal departments.
• Drive digital transformation initiatives within the function, leveraging tools like Digital Genome to optimize processes.
• Collaborate with Operations and external stakeholders to design and implement training programs, including new hire onboarding, OJT, and learning paths.
• Maintain and update SOPs, profiles, dashboards, and compliance metrics, ensuring sign-offs and periodic reviews are completed accurately.

Skills

Customer Experience

CRM

Oracle CX

Sales Order Management

SCP

Education

Bachelor's degree in Commerce

Bachelor's degree in Economics

Bachelor's degree in Finance

Master's Administration

Master's Business Analytics

Job description

Front Line Manager - S&M - Customer Success

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

Responsibilities

• Serve as the primary liaison between sales personnel, brokers, distributors, customers, and internal teams to investigate, resolve, and respond to inquiries and issues.
• Ensure accurate processing, shipping, and invoicing of customer orders while aligning training and operational functions with business goals.
• Evaluate individual and team performance to ensure training programs meet business needs, improve performance, and maintain compliance deliverables.
• Manage assigned customer accounts, providing support for order fulfillment and acting as the point of contact between customers, sales, and internal departments.
• Drive digital transformation initiatives within the function, leveraging tools like Digital Genome to optimize processes.
• Collaborate with Operations and external stakeholders to design and implement training programs, including new hire onboarding, OJT, and learning paths.
• Maintain and update SOPs, profiles, dashboards, and compliance metrics, ensuring sign-offs and periodic reviews are completed accurately.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Certified Scrum Master (CSM) - Project Management Latin AmericaProject Management Latin America, Six Sigma Green Belt Certification - American Society for Quality (ASQ)American Society for Quality (ASQ)

Required Skills

Customer Experience (CX), Customer Relationship Management (CRM), Oracle Customer Experience (CX), Sales Order Management, Supply Chain Planning (SCP)

Language

English (Required), English (Required), French (Required), French (Required

Language Proficiency

Proficient - C2

Job Type

Regular

Master Skill List

S&M - Customer Success

Remote Type

Remote

Work Shift

Day Job (United States of America)

Salary

The approximate annual base compensation range for this position is:

40,500 to 50,500 USD

"Los Angeles California-based candidates are not eligible for this role"

The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity.

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