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CX Transformation ManagerStraive · Chennai, Tamil Nadu, India
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Straive

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CX Transformation Manager

🗓️ Posted 2026-08-31 Chennai, Tamil Nadu, India Full-time Hybrid Consulting Strategy
💰 Salary Not shared 📊 Market ₹150,000–₹250,000/mo

About the Company

Role Title: CX Transformation Manager ( Senior Manager Level ) Location: Chennai / Bengaluru / Hyderabad (Hybrid) Domain: CX & BPO Transformation AI & Digital Transformation

About the Role

Are you a CX/BPO innovator who can take a transformation concept from a blank whiteboard to a live deployment At Straive, we are looking for a CX Transformation Manager to serve as the ultimate Solution Owner . You won't inherit pre-written briefs or work under an upstream architect-every solution will be your brainchild. You will spot friction points in contact center and BPO operations, design the functional logic, pitch the vision, and lead a dedicated POD Team to build it.

Responsibilities

  • ● Functional Solution Design: Architect end-to-end business and workflow logic (FSDDs, process flows, AI/automation touchpoints) for contact center delivery.
  • ● Direct POD Leadership: Manage a dedicated 6-8-member AI POD (AI/ML Engineers, Developers, BAs) to turn your functional designs into working PoCs and deployments.
  • ● Business Case & ROI: Build financial models, calculate cost savings, and design implementation roadmaps for each transformation initiative.
  • ● Pitching & Stakeholder Engagement: Present transformation proposals directly to internal Operations Account Managers and external enterprise clients.
  • ● SME Collaboration: Work with internal Tech SMEs who will validate and review your architectural feasibility.

Requirements

  • ● 8-10 Years Experience in CX/BPO Transformation, Contact Center Consulting, or Pre-Sales Solution Design.
  • ● Hands-On Solution Ownership: Proven ability to independently conceptualize solutions, direct documentation, and own deliverables end-to-end.
  • ● Domain Mastery: Deep understanding of contact center metrics (AHT, CSAT, FCR, SLAs) and core platforms (CRMs, CCaaS, AI/RPA tools).
  • ● People Leadership: Experience directly managing cross-functional technical/analytical teams (6-10 members).
  • ● Commercial Acumen: Strong capability in modeling ROI, cost-benefit analyses, and client-facing value narratives.
  • ● High-impact role sitting at the intersection of AI innovation and global operations.
  • ● End-to-end autonomy over your solution vision and dedicated development team.
  • ● Direct exposure to enterprise leadership and prospective clients.