Transition Manager - CX

About AIonOS

Artificial Intelligence on Operating Systems

Products and Solutions

What sets AIonOS apart

InterGlobe Enterprises and Assago Group

Are you ready to lead with AI?

https://aionos.io.

Founded by industry veterans Rahul Bhatia and CP Gurnani, our mission is to drive dynamic, responsive, and interconnected business models. InterGlobe, our parent company, employs more than 65,000 professionals across 135+ cities through its various businesses. Since 1989, the group has been building businesses and working with brands to deliver Quality and Value. Over the past three decades, InterGlobe has continued to expand its vision, contribution, and footprint, becoming one of India's foremost conglomerates through innovation and service leadership.

Our Co-Founder, Rahul Bhatia, is an Indian entrepreneur best known as the co-founder of IndiGo Airlines and the Group Managing Director of InterGlobe Enterprises. Bhatia holds a degree in Electrical Engineering from the University of Waterloo, Canada. In 1989, he co-founded InterGlobe, which later expanded into aviation, hospitality, and travel services. Bhatia co-founded IndiGo in 2004, which became India's largest airline.

Our Co-Founder & CEO, C.P. Gurnani, is an Indian business leader, known for his role as the former CEO of Tech Mahindra, an IT services company. He holds a degree in Electrical Engineering and has over three decades of experience in the technology and consulting sectors. Before leading Tech Mahindra, Gurnani held key positions at HCL Technologies and several other prominent companies. Under his leadership, Tech Mahindra expanded significantly, becoming a major player in digital transformation, IT consulting, and business solutions. Gurnani is known for his strategic vision and focus on innovation. His contributions to the tech industry have earned him recognition as a respected business leader.

SOLUTIONS:

• Customer IT Solutions: Delivering exceptional digital transformation through our AI Pod-led services. AIonOS’ core strength lies in addressing the unique challenges enterprises face with precision-engineered AI solutions.
• AI-led products & Platforms: Industry-specific products are the perfect combination of deep industry knowledge and disruptive AI technologies. AIonOS harnesses the power of human intelligence and technology to solve today’s problems and avoid future challenges.
• Data Intelligence Solution: Their data-driven insights offer comprehensive analytics and turn data into a powerful asset, enhancing ROI and powering sustainable growth.
• AI-Led Customer Experience: Their “AI first” vision of Technology augmented by humans; their transformative approach combines cutting-edge technology with deep domain expertise to deliver unparalleled service outcomes.

Manager Transition (CX)

Transition Manager

The Transition Manager will be accountable for transition planning, execution governance, site readiness oversight, risk management, stakeholder communication, and project onboarding. The position demands strong program management expertise, operational acumen, and the ability to collaborate with multi-functional teams across training, operations, technology, talent acquisition, HR, administration, and other support functions.

Key Responsibilities

Transition Planning & Governance

• Lead end-to-end transition programs for customer experience processes, ensuring alignment with client requirements, timelines, and SLAs
• Develop and maintain comprehensive transition plans covering due diligence, knowledge transfer, hiring, training, site readiness, infrastructure, and go-live support
• Establish governance frameworks including RACI, program charters, communication cadence, and reporting structures
• Ensure all transition milestones (BRD, KT, shadowing, reverse shadowing, SOP documentation, operational sign-off) are delivered on time and within scope

Site Readiness & Infrastructure Planning

• Partner with Facilities, IT, and Telephony teams to track and validate site readiness, including workspace availability, system setups, telephony readiness, and business continuity plans
• Create and monitor site readiness checklists to ensure all critical infrastructure (seating, systems, internet, voice channels, compliance zones, security) is available before go-live
• Serve as the integration point between infrastructure readiness and transition execution, ensuring site setup aligns with client and regulatory requirements
• Escalate and drive resolution for site readiness dependencies that may impact timelines or service delivery

Stakeholder Management

• Act as the primary liaison between clients, internal leadership, and functional teams during transition
• Drive governance meetings (BRD, WBRs, MBRs, QBRs) and provide structured updates on transition progress, risks, and mitigation
• Partner with cross-functional teams (Ops, Training, Quality, WFM, HR, IT/Telephony, Compliance, Facilities) to ensure seamless integration into BAU
• Build strong client confidence by demonstrating control, transparency, and proactive problem-solving

Risk Management & Compliance

• Identify, track, and mitigate transition risks related to people, process, technology, site readiness, and compliance
• Ensure adherence to business and client-specific compliance requirements during transition
• Establish control mechanisms for audit readiness and document repository setup

Operational Readiness & Handover

• Ensure hiring, training, and infrastructure readiness as per agreed ramp-up plans
• Validate operational preparedness through dry runs and simulations
• Drive a structured handover to operations post-stabilization, ensuring KPIs and SLAs are met
• Implement learnings and best practices to continuously improve the transition and site readiness framework

Ideal Candidate Profile

Must-Have

• 5–8 years of progressive experience in program management, project management, or transition management roles within BPO CX operations
• Proven success as a Manager Transition in large-scale CX environment, leading medium-to-large scale process migrations (500-1000 FTEs)
• Hands-on experience in transition governance, site readiness planning, due diligence, knowledge transfer planning protocols, and operational stabilization
• PMP/PRINCE2 or equivalent transition management credentials
• Experience in managing transitions tied to new site launches/expansions
• Familiarity with transition management tools (Monday.com, Clickup, etc)
• Strong change management and project leadership capabilities in dynamic environments
• Excellent stakeholder management, client engagement, and communication skills
• Strong analytical and problem-solving capabilities, with a structured, data-driven approach
• Flexibility to travel domestically as required

Position Details

• Location:

  Mohali | Full-time, on-site

• Reporting To:

  VP – Head of Training & Transition

• Travel:

  Domestic (multi-site infrastructure support)

• Working Days:

  5 days/week

AIonOS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.