Program & Customer Manager – Global Accounts

Job Title: Program & Customer Manager Global Accounts

Department/Function: Digital Operations/AI & GenAI Services

Location: Bangalore, India

Reporting To: Head of Professional Services

Employment Type: Full-time

Work Mode: Hybrid (3 days On-Site), Whitefield, Mahadevapura

1. Role Summary

The Program & Customer Manager Global Accounts acts as the central orchestrator for a premier, multinational client, overseeing all programs, projects, and services across regions. This role ensures tight alignment between the clients global strategy and local execution, drives revenue growth, manages cross-regional dependencies, and serves as the single point of accountability for end-to-end service delivery.

Positioned within the business organization, the role carries ownership for customer outcomes, program governance, and people leadership across global delivery teams. The incumbent will play a critical role in scaling operations, strengthening delivery maturity, and building trusted, long-term client partnerships across markets.

2. Key Responsibilities

Global Program & Account Leadership

• Own end-to-end program oversight for a large, complex multinational account across all regions.
• Align clients global objectives with regional execution plans to ensure consistency, quality, and scalability.
• Manage the demand/supply equation for professional services resources in close alignment with the different global clients and Konecta delivery centres
• Manage the recruitment process and performance improvement plans for all professional services resources in close alignment with the global clients and Konecta local HR in the delivery centres
• Manage cross-regional dependencies, risks, and delivery interlocks across time zones.
• Drive revenue growth, account expansion, and operational scalability through strong program leadership.
• Support broader global program initiatives, ensuring alignment with evolving business and client goals.

Customer & Relationship Management (C-Suite)

• Build, manage, and sustain strong, long-term relationships with senior client stakeholders, including C-suite and executive decision-makers.
• Act as the primary escalation and governance owner for the client globally.
• organise and drive executive reviews, steering committees, and strategic discussions with client leadership.
• Translate client feedback into actionable priorities across delivery teams and regions.

People Leadership & Experience (Business-Owned)

• Own people leadership responsibilities for the global account across all regions.
• Regularly obtain structured and informal feedback on Konecta employees from client project managers and stakeholders.
• Drive consistent people experience, engagement, and performance standards across geographies.
• Identify early risks related to performance, engagement, or attrition and address them proactively with business leaders.
• Support onboarding, integration, and stabilization of teams during ramp-ups, transitions, and scale-ups.

Talent Scaling & Operational Readiness

• Lead workforce scaling initiatives across regions, including ramp-ups, onboarding coordination, training readiness, and production stabilization.
• Ensure timely and high-quality operational launches aligned to client commitments.
• Enable teams to meet productivity, quality, and delivery benchmarks consistently.

Governance, Execution & Continuous Improvement

• Establish and drive strong global governance models, reporting cadence, and performance dashboards.
• Monitor delivery health, customer satisfaction, and people indicators to support data-driven decisions.
• Identify opportunities for continuous improvement across delivery, execution, and customer experience.
• Contribute to building scalable, resilient delivery models that support Konectas long-term global growth.

Leadership & Competencies

• Strong leadership capability within matrixed organizations, with the ability to influence without direct authority.
• High level of business and commercial acumen.
• Excellent cross-cultural communication, interpersonal, and presentation skills.
• Fluency in English is essential; additional languages are an advantage.
• High emotional intelligence, sound judgment, and strong executive presence.
• Comfortable operating in fast-paced, complex, global environments.

3. Key Skills & Competencies

• Global account and program leadership
• Strong customer and executive stakeholder management
• Business and commercial acumen
• Ability to manage people outcomes within a business role
• Influence in matrixed, cross-functional environments
• Cross-cultural communication and executive presence
• Structured execution, governance, and risk management
• Data-driven decision-making and problem-solving

4. Education & Experience Requirements Education

• 8+ years of experience in program management, account management, or customer-facing business leadership roles.
• Proven experience managing multinational or large, complex enterprise accounts across regions.
• Strong exposure to BPO, IT services, or professional services environments.
• Demonstrated success in scaling global programs, launching new delivery operations, and managing cross-regional teams.
• Prior experience working with US-based and global enterprise clients is mandatory.
• Commercial awareness and customer centricity

5. Tools / Systems Knowledge

• Familiarity with global delivery, governance, and performance-tracking systems
• Exposure to customer engagement and stakeholder communication platforms
• Ability to leverage data and dashboards to monitor delivery health and outcomes
• Comfortable adapting to new tools and systems across global environments
• Experience working with enterprise program management and reporting tools

6. Key Performance Indicators (KPIs)

• Customer satisfaction and stakeholder confidence across global accounts
• Achievement of program delivery milestones, timelines, and quality standards
• Revenue growth, account expansion, and margin adherence
• Stability, engagement, and performance of global delivery teams
• Effectiveness of cross-regional governance and issue resolution
• Timeliness and success of onboarding, ramp-ups, and project launches
• Proactive risk identification and mitigation
• Consistency in execution across regions and markets
• Churn, retention, and recruitment metrics

7. Additional Requirements

• Willingness and flexibility for extensive international travel, including frequent travel to the United States.
• Ability to work across multiple time zones and support global stakeholders.
• Comfortable operating in ambiguous, fast-evolving environments with high ownership.
• Strong judgment in handling sensitive customer, delivery, and people-related matters.
• Ability to balance strategic thinking with hands-on execution.
• High levels of professionalism, confidentiality, and accountability.

About Konecta

Konecta is a global leader in experience-driven solutions, combining human expertise with advanced digital and AI-enabled capabilities to transform customer and employee experiences. With a presence in over 26 countries, more than 120,000 professionals, and support in 30+ languages, Konecta partners with organizations across industries to deliver tailored, end-to-end solutions that drive engagement, performance, and growth. The company operates with a strong commitment to innovation, collaboration, and making every connection meaningful, while redefining whats possible in the age of AI-powered experience management.

Why Join Us?

If you thrive in complex, global environments, enjoy orchestrating large-scale programs, and can balance customer expectations with execution excellence, Konecta offers a platform where you can make a visible, lasting impact.

• Be the central owner for a premier, multinational global account, with real accountability and influence across regions and senior client stakeholders.
• Work with a global CX and digital services leader operating across 26+ countries, supporting some of the worlds most recognized brands.
• Play a pivotal role in shaping global delivery, governance, and customer strategy, directly impacting revenue growth and long-term partnerships.
• Experience a culture that values ownership, decisiveness, and outcome-driven leadership, giving you the autonomy to lead from Day 1.
• Collaborate with diverse, high-performing teams across geographies, gaining unmatched exposure to global delivery models and executive engagement.
• Be part of Konectas India growth journey, while operating at a truly global scale with opportunities for mobility and leadership visibility.
• Contribute to Konectas evolution as the CX landscape advances-where scale, quality, technology, and people leadership come together to deliver differentiated outcomes for clients.