Job Title:  T&T - Customer - CS&D - Associate Director | Customer Experience | Bengaluru Eco space

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The Team

Deloitte’s Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage. Our practice addresses the continuum of opportunities in business intelligence & visualization, data management, performance management and next-generation analytics and technologies, including big data, cloud, cognitive and machine learning.

Job Description:

Experience Required: 8-12 years (including experience leading large programs in the Contact Centre / Channels domain)

Job Overview

We are seeking a highly experienced and motivated Lead Program Manager with deep expertise in Channels and Contact Centre Automation. The ideal candidate will possess a thorough understanding of program governance frameworks, benefits quantification, and benefits assurance. In this role, you will be accountable for leading complex programs that transform and automate omnichannel contact center platforms, driving measurable business value and customer experience improvements.

Key Responsibilities

Program Leadership & Delivery

• Lead end-to-end delivery of large, complex programs focused on Channels and Contact Centre Automation.
• Develop, manage, and own program plans, schedules, budgets, and benefits realization frameworks.
• Establish clear objectives, outcomes, and benefits in line with business and customer strategies.
• Coordinate across multiple workstreams, ensuring alignment with business priorities and technology roadmaps.

Program Governance & Assurance

• Set up and run robust governance structures, including steering committees, stakeholder forums, and risk management processes.
• Ensure compliance with organizational and regulatory standards throughout program execution.
• Drive benefits quantification, baselining, and tracking to guarantee the realization of program objectives.
• Provide transparent reporting on program health, including financials, risks, and benefits realization status.

Stakeholder Management & Communication

• Engage with senior leadership, technology teams, business sponsors, and third-party vendors to ensure program alignment.
• Manage stakeholder expectations with proactive communication and status updates.
• Act as a key escalation point for program-level risks and issues.

Technical & Domain Expertise

• Provide thought leadership in the design and deployment of omnichannel contact centre capabilities (voice, chat, messaging, social, email, self-service, automation).
• Partner with architects and product owners to define scalable and future-proof technology solutions.
• Stay current with emerging technologies and best practices in Contact Centre Automation, Conversational AI, and digital channels.

Team Leadership

• Mentor and guide project managers and other team members within the program structure.
• Foster a high-performance team culture with a strong focus on collaboration, accountability, and quality delivery.

Key Skills & Competencies

• In-depth expertise in Channels and Contact Center Automation, including voice, chat, bots, IVR, social, and self-service solutions
• Strong experience with leading contact center technology platforms (Genesys, NICE, Avaya, Amazon Connect, etc.)
• Proven track record of establishing and running effective Program Governance frameworks
• Deep experience in Benefits Quantification, Baseline Setting, Tracking, and Assurance
• Excellent understanding of program financials and benefits realization models
• Advanced stakeholder management, influencing, and communication skills
• Sound knowledge of Agile, Hybrid, and traditional delivery models
• Analytical problem-solving with a structured and outcome-focused mindset
• Team leadership and mentoring skills with demonstrated ability to build high-performing teams

Qualifications

• Bachelor’s degree in engineering, Technology, or Business (MBA preferred)
• Certifications in PMP / PRINCE2 / MSP / Agile Program Management highly desirable
• Minimum of 8 years of total experience, with at least 4 years managing large-scale contact center and channels transformation programs

How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone’s welcome… entrust your happiness to us                                                                                                                                        

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you. 

Interview tips

We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.