Assistant Vice President – Product & Insights Leader – Customer Service

Ready to shape the future of work?
At Genpact, we dont just adapt to changewe drive it. 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, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Assistant Vice President Product & Insights Leader Customer Service.
In this role, we are seeking a dynamic and strategic Product & Insights Leader to drive innovation and data-led transformation across our customer service operations. This role blends product ownership, analytics, and strategic insight to enhance customer experiences, operational efficiency, and digital service delivery across global BPO engagements.
Responsibilities
Product Strategy & Ownership
Define and manage the product roadmap for customer service capabilities including platforms (CRM, CCaaS, Knowledge Management, Automation Tools, etc.).
Partner with cross-functional teams (Ops, IT, Sales, Clients) to design scalable, modular BPO product offerings.
Evaluate and deploy emerging technologies such as Gen AI, chatbots, self-service platforms, and omnichannel solutions.
Customer & Operational Insights
Lead the development of performance dashboards and actionable insights from operational data (CSAT, FCR, AHT, NPS, etc.).
Conduct root cause analysis and trend identification to improve customer journeys and contact center performance.
Drive predictive analytics and voice-of-customer programs to guide continuous improvement.
Innovation & Transformation Leadership
Translate insights into product features, process redesigns, and transformation initiatives.
Champion AI-first, data-driven service models and lead pilots/PoCs with clients and operations teams.
Work closely with the digital team to integrate automation, analytics, and workflow solutions.
Stakeholder Engagement
Serve as the key liaison between clients, internal teams, and product development.
Present insights and innovation roadmaps to executive leadership and client stakeholders.
Influence client engagements with differentiated service and product narratives.
Qualifications we seek in you!
Minimum Qualifications
Relevant years of experience in customer service, BPO, digital product, or analytics leadership roles.
Strong domain expertise in customer operations, contact center metrics, and service platforms.
Hands-on experience with CRM/CCaaS platforms (e.g., Salesforce, Genesys, NICE), analytics tools (Power BI, Tableau), and automation/AI.
Proven ability to drive data-backed decisions and lead cross-functional initiatives.
MBA or Masters degree in Business, Analytics, or Technology preferred.
Key Competencies
Strategic thinking & product vision
Strong analytical mindset with storytelling ability
Collaboration and stakeholder management
Customer-centric approach to innovation
Results-driven, with a focus on measurable impact

Why join Genpact?
Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities
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 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.