Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in bengaluru
>
Deloitte Consulting
>
T&T - Customer - CS&D - Manager | Customer Experience | Bengaluru

T&T - Customer - CS&D - Manager | Customer Experience | Bengaluru

Deloitte Consulting

8 - 12 years

30 - 40 Lacs

bengaluru

Posted:6 days ago| Platform:

Apply

Skills Required

pmp automation assurance ivr analytical agile manager technology msp risk management stakeholder management

Work Mode

Work from Office

Job Type

Full Time

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

More Jobs at Deloitte Consulting

Senior Consultant

Pune, Chennai, Bengaluru

5.0 - 10.0 yrs

INR 8 - 18 Lacs

Netsuite Functional Consultant

Hyderabad, Bengaluru, Delhi / NCR

3.0 - 9.0 yrs

Salary: Not disclosed

Consultant/Senior Consultant || MS Dynamics and Power Platform

Pune, Bengaluru, Mumbai (All Areas)

3.0 - 8.0 yrs

INR 9 - 19 Lacs

Senior Consultant

Bengaluru

6.0 - 9.0 yrs

INR 16 - 22 Lacs

Oracle CPQ- Consultant

Hyderabad, Bengaluru, Delhi / NCR

3.0 - 8.0 yrs

INR 18 - 27 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Deloitte Consulting

Login to

Please Verify Your Phone or Email

Confirm Action

T&T - Customer - CS&D - Manager | Customer Experience | Bengaluru