Assistant Vice President Customer Facing Senior Manager AP

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to 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 whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.
Inviting applications for the role of Assistant Vice President - Customer Facing Senior Manager AP
We are seeking a visionary and results-driven Senior Manager IT Customer Experience (CX) to define and lead the global strategy for elevating the end-user experience across all IT support services. This role will drive innovation through AI-powered self-service capabilities reduce reliance on traditional Level 1 support and champion a customer-centric culture across the IT organization. The ideal candidate will lead a global team collaborate with cross-functional stakeholders and ensure IT services are intuitive intelligent and aligned with business needs.

Responsibilities
Define and own the global IT Customer Experience strategy aligned with IT and business objectives.
Establish a future-focused vision for user support emphasizing automation self-service and user empowerment.
Lead mentor and develop a high-performing global CX team fostering collaboration across regions and cultures.
Champion the adoption of AI-driven support tools including Generative AI chatbots intelligent knowledge bases and virtual assistants.
Drive initiatives to eliminate Level 1 IT support calls through automation and predictive issue resolution.
Lead the introduction and scaling of digital experience platforms and self-healing systems.
Define and track performance metrics and KPIs to measure service quality user satisfaction and adoption.
Analyze support trends to identify pain points and opportunities for continuous improvement.
Ensure technical and operational readiness for new tools and services.
Serve as the voice of the customer within Digital Technologies (DT) ensuring user experience is central to service design.
Collaborate with IT Operations Infrastructure Security Applications and external partners to ensure seamless service delivery.
Manage vendor relationships and financials to ensure quality services are delivered within budget.
Partner with Change Management and Communications teams to drive adoption of new tools and processes.
Lead change readiness initiatives to ensure smooth transitions and high user engagement.

Qualifications we seek in you!
Minimum Qualifications
- Strong leadership with the ability to inspire and manage global cross-functional teams.
- Proven experience in customer experience design and transformation in a technology-focused environment.
- Deep understanding of IT support models and service delivery in a global enterprise context.
- Expertise in emerging technologies including Generative AI chatbots NLP self-healing systems and digital experience platforms.
- Strong analytical skills with experience using data and KPIs to drive decision-making.
- Excellent stakeholder management communication and influencing skills.
- Strategic thinker with a hands-on approach to execution.
- High level of organizational agility and change leadership.

Preferred Qualifications/ Skills
Masters degree in a relevant field.
Certifications in cloud technologies like AWS Certified Solutions Architect or Azure Solutions Architect Expert.
Experience with DevOps practices and tools.
Proven track record of leading successful cloud transformation projects.

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
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 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.