Senior Manager, Digital CX, AI

Role Overview

• Partner with Architects, CX Strategists, Operation Leaders, and Delivery teams to plan, design, and implement AI-driven solutions that enable meaningful digital and operational transformation.
• Build, lead, and scale high-performing, cross-functional squads focused on identifying and delivering opportunities that improve core CX and operational KPIs, drive revenue growth, and reduce cost across client operations.
• Own delivery excellence across engagements by maintaining strong, consistent communication with project and squad leaders, ensuring progress against milestones, high-quality execution, client satisfaction, and long-term account growth.
• Provide senior technical leadership by guiding strategic decisions across architecture, integration, data, and AI, and by evaluating solution trade-offs in service of durable, high-impact client outcomes.
• Apply deep client-services judgment to resolve complex challenges related to scope, design, architecture, delivery approach, and operating models in enterprise environments.
• Deliver clear, tailored communication to engineering teams, product and marketing partners, operational leaders, and executive stakeholders.
• Create, own, and communicate holistic delivery plans that align teams around shared goals, timelines, and success metrics, driving coordinated and convergent execution.
• Oversee the formation, allocation, and scaling of project teams, proactively identifying resourcing needs and growth opportunities as engagements evolve.
• Lead, mentor, and develop globally distributed teams and leaders across multiple disciplines, fostering strong collaboration, accountability, and technical excellence.
• Promote sustainable delivery practices that balance team health with a strong focus on achieving client objectives and measurable business outcomes.

Requirements

• 10+ years of experience in Data & AI and/or software engineering
• Experience leading large-scale AI and/or CX transformation initiatives spanning data, AI, and software, from discovery and solution design through delivery and value realization.
• Proven success leading large, globally distributed, multi-disciplinary teams across engineering, data, AI, and CX functions.
• Strong understanding of Generative AI and its enterprise applications, with the ability to assess fit, articulate trade-offs, and link initiatives to measurable ROI and business outcomes.
• Demonstrated ability to lead complex programs with multi-layered scope, engaging confidently and empathetically with senior client stakeholders and executive sponsors.
• Experienced technical problem-solving experience across CX ecosystems, including CCaaS, CRM, WFM, and integration platforms, with the ability to communicate issues clearly across teams.
• Exceptional communication and facilitation skills, including leading executive workshops and structured alignment sessions around enterprise goals and delivery plans.
• Fluency in spoken and written English.

Benefits

• 20% annual bonus, subject to the terms and conditions of the annual plan design