Software Engineer

Forward Deployed Senior Engineer, AI & Analytics

Cloud Engineering Manager

Safety - Training Manager

Division Manager - VP2

Specialist, Application Monitoring & Dashboard Analytics (VP2)

Account Manager

Material Planning Analyst

Senior Manager – Technology Transformation

Customer Experience Director

Responsibilities: As a member of our Software &amp; Platform Engineering team, you will:&nbsp; <ul><li>Develop traditional and serverless applications and services in an agile and collaborative environment using source control that integrate with data storage services/message buses and other architectural elements&nbsp;</li><li>Deploy these applications using features such as containers to the cloud, leveraging CI/CD to support this process, backed with good observability when running these in production&nbsp;</li><li>Ensure quality through the creation of documentation and use of unit/integration/contract testing with a consideration of security/performance requirements.&nbsp;</li></ul> Requirements: As a Software Engineer, you will:&nbsp; <ul><li>Design, develop, and implement cutting-edge digital applications to address unique business challenges across various industries.&nbsp;</li><li>Collaborate with cross-functional teams to create innovative and effective solutions.&nbsp;</li><li>Develop both traditional and serverless applications in an agile and collaborative environment, integrating with data storage services, message buses, and other architectural elements.&nbsp;</li><li>Use modern deployment methods, such as containers and cloud services, supported by CI/CD pipelines and strong production observability.&nbsp;</li><li>Ensure high-quality outcomes through robust documentation and comprehensive testing (unit, integration, and contract testing), considering security, accessibility, and performance requirements.&nbsp;</li></ul> We are looking for experience in the following skills:&nbsp; <ul><li>Industry experience in one of following: Java / Typescript / C# / Python / Go.&nbsp;</li><li>Experience with Cloud Native technologies on AWS.&nbsp;</li><li>Experience in building automation tools to support CI/CD pipelines. Set yourself apart:&nbsp;</li><li>A creative and analytical approach to problem-solving.&nbsp;</li><li>Strong debugging and troubleshooting skills to resolve complex technical issues.&nbsp;</li><li>Excellent communication and collaboration skills to work effectively in diverse teams.&nbsp;</li><li>Proven experience shaping and delivering work across small to medium-sized projects&nbsp;</li><li>Experience in Financial Services.&nbsp;</li></ul>

Responsibilities: Deploy and Land: <ul><li>Own end-to-end delivery of AI and analytics products at stations in your region.</li><li>Cover discovery, scoping, development, integration, user acceptance testing (UAT), hypercare and rollout.</li><li>Embed with operations.</li><li>Participate in business stand-ups.</li><li>Visit the ramp and cargo floor.</li><li>Understand local data realities rather than making assumptions.</li><li>Ship production code in Python and comparable stacks against live flight, cargo, workforce and equipment data.</li><li>Avoid handing over prototypes for someone else to productionise.</li><li>Scale deployment by reducing the cost and time required to deploy solutions across additional stations.</li><li>Achieve this through reusable integrations, configuration and runbooks.</li></ul> Build on the Platform, Not Around It: <ul><li>Consume data through the semantic layer and governed data platform.</li><li>Avoid parallel pipelines, local definitions and workarounds.</li><li>Apply Centre of Excellence (CoE) patterns and guardrails.</li><li>Follow reference architectures, AI registry, human-in-the-loop controls, access and residency rules.</li><li>Integrate GenAI and ML into workflows.</li><li>Implement RAG and retrieval patterns.</li><li>Implement agentic and tool-use patterns.</li><li>Apply evaluation frameworks.</li><li>Establish observability.</li><li>Maintain production cost control.</li></ul> Make Insight Self-Service: <ul><li>Build data products, not report queues.</li><li>Design governed, reusable datasets and semantic models.</li><li>Enable operations teams, airlines and forwarders to answer their own questions.</li><li>Put insight in front of the customer.</li><li>Deliver station and customer-facing analytics.</li><li>Enable natural-language access to operational data.</li><li>Ensure appropriate access, residency and confidentiality controls.</li><li>Design for the user, not the requester.</li><li>Ensure every product identifies the decision it changes and the person responsible for making it.</li><li>Instrument usage.</li><li>Retire products that are not used.</li><li>Consolidate fragmented reporting rather than extending it.</li></ul> Close the Loop: <ul><li>Feed field learnings back.</li><li>Convert integration problems into hardened patterns for the CoE and requirements for the platform team.</li><li>Own adoption and benefits.</li><li>Instrument deployments.</li><li>Track usage and benefits against the business case.</li><li>Report results accurately.</li><li>Be the technical face to the business and customers.</li><li>Translate between operations, the CoE and platform engineering.</li><li>Success in the First 12 Months</li></ul> Requirements: Experience: <ul><li>6+ years of experience in software or ML engineering.</li><li>Experience must include customer-facing or business-embedded delivery.</li><li>Demonstrated track record of scoping and delivering complex systems end to end in ambiguous, fast-moving environments.</li><li>Ability to remain accountable after go-live.</li><li>Production experience with LLM or ML systems.</li><li>Experience with prompt and agent design.</li><li>Experience with RAG.</li><li>Experience with evaluation frameworks.</li><li>Experience with deployment at scale.</li><li>Understanding of how model behaviour influences product experience.</li><li>Strong Python and API development skills.</li><li>Experience with FastAPI or equivalent.</li><li>Comfortable working across backend and frontend development.</li><li>Ability to build a working system independently.</li><li>Practical experience with Docker.</li><li>Practical experience with Kubernetes.</li><li>Practical experience with CI/CD.</li><li>Practical experience with cloud data platforms.</li><li>Experience integrating batch and real-time data against complex enterprise data sources.</li><li>Strong understanding of analytics.</li><li>Experience with semantic and dimensional modelling.</li><li>Knowledge of modern BI.</li><li>Experience designing data products that non-technical and external users can operate independently.</li><li>Aviation, logistics or complex operations experience is advantageous but not mandatory.</li><li>Willingness to learn operations directly from the operational floor is essential.</li></ul> Qualifications: <ul><li>Bachelors, MSc or PhD in Computer Science, Engineering, Mathematics or a related field.</li></ul>

Responsibilities: <ul><li>Lead the engineering, operation, and continuous improvement of enterprise cloud platforms across Microsoft Azure (primary), AWS, and GCP, including landing zones, networking, platform services, and secure cloud foundations.</li><li>Build and maintain standardized delivery pathways, CI/CD pipelines, infrastructure-as-code (IaC) modules, GitOps practices, and environment automation to enable consistent, scalable, and compliant deployments.</li><li>Drive an automation-first engineering model, reducing manual intervention through policy-as-code, automated workflows, AI-assisted engineering, and agent-based execution of routine operational activities.</li><li>Develop and mature AIOps capabilities, including anomaly detection, intelligent alert correlation, automated remediation, and measurable reduction of operational toil.</li><li>Design and operate infrastructure supporting enterprise AI workloads, including GPU/accelerated compute, managed AI services, model serving and inference endpoints, vector and retrieval services, and secure AI landing zones.</li><li>Partner with Data &amp; AI teams to provide scalable, secure infrastructure for AI solutions while managing capacity, quotas, workload isolation, and AI infrastructure consumption and cost reporting.</li><li>Lead cloud reliability, observability, and resilience, establishing service level objectives (SLOs), error budgets, metrics, logging, tracing, recovery playbooks, and validated RTO/RPO requirements.</li><li>Implement cloud security, identity, and compliance guardrails through secure baselines, policy-as-code, workload identities, privileged access controls, and Microsoft Entra ID integration.&nbsp;</li><li>Maintain platform compliance with applicable data protection and industry standards, including GDPR, CCPA, PCI-DSS, and SOC 2, in partnership with Global Cybersecurity and other governance teams.</li><li>Execute FinOps and cloud optimization initiatives, including tagging and cost allocation, rightsizing, scheduling, storage optimization, reservations, savings plans, committed spend, forecasting, and consumption reporting.</li><li>Support the organizations cloud-first transformation, including modernization and consolidation of VMware workloads and rationalization of AWS and GCP environments around strategic business requirements.</li><li>Lead and develop a globally distributed cloud engineering team, establishing engineering standards, structured code and design reviews, operational discipline, continuous learning, and accountability for cloud providers and engineering partners.</li></ul> Requirements: <ul><li>Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent professional experience.</li><li>10+ years of progressive cloud and infrastructure engineering experience, including at least 3 years leading engineering teams with accountability for production platform services.</li><li>Expert-level, hands-on experience with Microsoft Azure, with demonstrated experience building and operating environments across AWS and GCP.</li><li>Deep experience with platform engineering and infrastructure-as-code, including Terraform, Bicep, GitOps, CI/CD pipelines, landing zones, and automated provisioning.</li><li>Demonstrated experience implementing cloud automation and AI-enabled operations, including AIOps, AI-assisted engineering, or agent-based automation.</li><li>Hands-on experience supporting AI/ML infrastructure, including GPU/accelerated compute, managed AI services, model serving, or AI workload platforms.</li><li>Strong production experience with Kubernetes (AKS, EKS, or GKE), cloud security, identity, observability, and reliability practices.</li><li>Experience leading distributed engineering teams and supporting highly available, business-critical technology environments.</li></ul> Preferred Skills <ul><li>Professional certifications such as Azure Solutions Architect Expert, AWS Certified Solutions Architect – Professional, Google Professional Cloud Architect, CKA, Terraform Associate, or FinOps Certified Practitioner.</li><li>Experience with Microsoft Entra ID, workload identity, privileged access, Conditional Access, zero-trust principles, and policy-as-code.</li><li>Experience with observability and SRE practices, including Grafana, Prometheus, Azure Monitor, CloudWatch, SLOs, and error budgets.</li><li>Working knowledge of FinOps, cloud cost optimization, tagging strategies, reservations, savings plans, and consumption reporting.</li><li>Experience migrating and modernizing VMware and on-premises workloads into cloud environments.</li><li>Experience leading global teams across the Americas, EMEA, and APAC.</li><li>Experience within aviation, transportation, logistics, field operations, or other 24/7/365 operational environments.</li></ul>

Role Description: <ul><li>The Manager of Safety and Training leads comprehensive safety, security, and training programs across warehouse and ramp operations.</li><li>Your primary responsibility is ensuring all operations meet or exceed corporate policies, air carrier requirements, customer expectations, and regulatory mandates while maintaining optimal efficiency and security standards.</li></ul> Responsibilities: <ul><li>Champion a culture of safety excellence through innovative training and engagement initiatives.</li><li>Ensure safety protocols are consistently followed across warehouse and ramp operations, aligning with corporate, airline, customer, and regulatory requirements (FAA, TSA, OSHA).</li><li>Lead investigations for safety incidents to identify root causes and implement corrective measures to prevent future occurrences.</li><li>Provide guidance and training to station managers and supervisors on best practices in safety, behavior-based safety, and incident prevention.</li><li>Oversight of the training schedule to ensure new hire training aligns with operational requirements and recurrent training is completed on time.</li><li>Manage training resources to allocate and optimize training facilities and instructional personnel.</li><li>Key contact for all on-duty injury follow-ups, maintain clear communication and support affected employees.</li><li>Monitor injured employees’ recovery progress and coordinate necessary medical updates.</li><li>Manage workplace accommodation, return to work, and injury follow-up processes dedicated to employee well-being.</li><li>Conduct routine physical security audits and investigate policy breaches, security incidents, and loss events. Lead confidential investigations and deliver timely reports on theft, fraud, workplace violence, and critical incidents</li><li>Hold structured monthly safety meetings to maintain a strong safety culture, meet regulatory requirements, and identify hazards before they cause incidents.</li><li>Drive strategic projects aimed at injury prevention and risk reduction across the organization.</li><li>Infuence behavior and foster a safety first mindset at all levels of the division.</li></ul> Requirements <ul><li>Bachelor’s Degree or equivalent work experience</li><li>Supports 24/7 operations, may need to respond to safety and security events outside of regular business hours.</li><li>5 years of experience in operations in aviation and warehouse</li><li>5 years of ramp safety experience</li><li>5 years of experience in law enforcement, loss prevention, or other related field</li><li>3 years of experience in disability management, worker’s compensation, or related field</li><li>Knowledge of OSHA regulations, ADA, and best practices in injury management and ergonomics</li><li>Demonstrated ability to manage sensitive information</li><li>Strategic thinker with a proactive, hands-on approach</li><li>Data-driven mindset with experience using safety management systems (SMS).</li><li>Crisis management and emergency response planning expertise.</li></ul> Preferred Skills <ul><li>Safety Leadership &amp; Compliance Expertise.</li><li>Incident Investigation &amp; Root Cause Analysis.</li><li>Training Program Management &amp; Facilitation.</li><li>Employee Injury Management &amp; Return-to-Work Coordination.</li><li>Influence, Communication &amp; Safety Culture Development.</li></ul>

Responsibilities: Service Operations Management: <ul><li>Lead and manage the First Recovery (L1 Application Support) team comprising approximately 19 analysts.</li><li>Ensure seamless delivery of 16x6 operational support (Monday through Saturday) and weekend coverage during Mainframe and AS400 IPL activities.</li><li>Drive effective handling of incidents, service requests, alerts, and operational tasks.</li><li>Ensure incidents are prioritized, triaged, and assigned appropriately to meet SLA commitments.</li><li>Act as the primary escalation point for critical incidents and major service disruptions.</li></ul> Incident &amp; Request Management: <ul><li>Drive achievement of the teams key KPI of maintaining a minimum 60% First Recovery Resolution Rate for all incidents received by the L1 support team.</li><li>Monitor incident trends and recurring issues, initiating preventive and corrective actions.</li><li>Ensure timely escalation of unresolved incidents to L2/L3 support teams.</li><li>Conduct incident reviews and implement lessons learned to improve service quality.</li></ul> Application &amp; Infrastructure Health Monitoring: <ul><li>Oversee proactive application and infrastructure health checks.</li><li>Ensure monitoring activities are performed consistently and operational issues are detected early.</li><li>Work with infrastructure, middleware, database, and application teams to improve system stability and availability.</li><li>Drive automation and operational improvements where appropriate.</li></ul> Knowledge Management: <ul><li>Establish and maintain a comprehensive Knowledge Base (KB) repository.</li><li>Ensure all recurring incidents, service requests, troubleshooting procedures, and operational runbooks are documented.</li><li>Promote knowledge sharing and continuous learning within the team.</li><li>Drive reduction of repeat incidents through effective documentation and process improvements.</li></ul> People Leadership: <ul><li>Manage, coach, and develop a team of 15–20 direct reports.</li><li>Perform resource planning, scheduling, workload distribution, and succession planning.</li><li>Conduct performance management, mentoring, and career development activities.</li><li>Foster a culture of accountability, customer focus, collaboration, and continuous improvement.</li><li>Ensure adequate staffing and capabilities are maintained to support business requirements.</li></ul> Stakeholder Management: <ul><li>Engage with application owners, infrastructure teams, business users, and senior management on operational matters.</li><li>Provide regular reporting on KPIs, incident trends, service improvements, and team performance.</li><li>Participate in governance meetings and operational reviews.</li></ul> Continuous Improvement: <ul><li>Identify opportunities to improve operational processes, tooling, and monitoring capabilities.</li><li>Drive reduction in incident volumes through root cause analysis and preventive actions.</li><li>Support operational transformation initiatives and service maturity improvements.</li></ul> Requirements: <ul><li>Bachelors Degree in Information Technology, Computer Science, Engineering, or a related discipline.</li><li>Minimum 8–12 years of IT experience with at least 3–5 years in a people management role.</li><li>Proven experience managing 15–20 direct reports in an Application Support environment.</li><li>Strong background in L1 and/or L2 Application Support.</li><li>Experience managing shift-based operational teams.</li><li>Demonstrated experience in Incident Management, Service Request Management, and Operational Support.</li></ul>

Responsibilities: <ul><li>Gather and analyze user requirements for dashboard, monitoring, and reporting enhancements.</li><li>Design, develop, and maintain operational dashboards and monitoring solutions based on business and technical requirements.</li><li>Create, modify, and optimize queries to extract, analyze, and present data for business and operational reporting.</li><li>Develop reports and analytics that provide actionable insights into system performance, availability, and operational health.</li><li>Support and administer enterprise monitoring tools such as Splunk and Geneos.</li><li>Troubleshoot monitoring alerts, dashboard discrepancies, and reporting-related issues.</li><li>Participate in system implementation, enhancement, testing, and deployment activities.</li><li>Ensure compliance with organizational standards, governance, and audit requirements.</li><li>Prepare and maintain technical documentation, user guides, and operational procedures.</li><li>To identify area of monitoring coverage to be improved; and work with relevant teams to enable monitoring solution to improve monitoring coverage.</li><li>To identify area of triage efficiency to be improved; and work with relevant teams to implement solution to improve triage efficiency.</li><li>To identify area of automation of service recovery ability to be improved; and work with relevant teams to implement solution to automate service recovery ability.</li><li>To work with various stakeholders (i.e., service automation, level 2 (group) and level 3 production support etc) to implement application monitoring, service end-to-end dashboard, and automation of service recovery.</li></ul> Requirements: <ul><li>Strong hunter mentality with a passion for creating new business opportunities and opening new partner relationships.</li><li>Experience in business development, channel sales, partner sales, technology sales, or customer acquisition roles.</li><li>Comfort with outbound prospecting, cold outreach, networking, pipeline generation, and opportunity development.</li><li>Understanding of cloud technologies, managed services, software licensing, cybersecurity, or broader IT solutions.</li><li>Strong commercial acumen with the ability to influence stakeholders and build strategic business relationships.</li><li>Self-motivated, resilient, and driven by achieving growth targets, partner acquisition goals, and business outcomes.</li></ul>

Responsibilities: <ul><li>Manage key accounts and develop strong relationships with customer stakeholders.</li><li>Identify and pursue business development opportunities to grow revenue in the Aerospace, Defense, and Marine sectors.</li><li>Manage direct global accounts and OEM business.</li><li>Provide technical solutions to government, PSU, and defense-sector customers.</li><li>Manage customer communication and maintain regular contact with key decision-makers.</li><li>Prepare and manage quotations, proposals, offers, and project contracts.</li><li>Lead commercial discussions, pricing, and contract negotiations.</li><li>Collaborate with channel and distribution partners to support business growth.</li><li>Identify customer needs and develop solution-oriented proposals.</li><li>Generate new business opportunities and close direct sales deals.</li></ul> Requirements: <ul><li>B.Tech in Mechanical, Electrical, or Electronics Engineering.</li><li>At least 5 years of relevant experience in a customer-facing role.</li><li>Experience in key account management and business development.</li><li>Proven experience handling direct OEM business.</li><li>Demonstrated success closing direct business deals.</li><li>Experience preparing offers, quotations, proposals, and presentations.</li><li>Proficiency in Microsoft Excel and presentation tools.</li><li>Required Skills and Competencies</li><li>Strong customer relationship management skills.</li><li>Excellent communication and interpersonal skills.</li><li>Strong influencing, selling, and negotiation abilities.</li><li>Solution-oriented approach and basic problem-solving skills.</li><li>Creative approach to identifying business opportunities.</li><li>Resilience and adaptability in a changing business environment.</li><li>Ability to work effectively with customers, internal teams, and channel partners.</li></ul>

Role Description: <ul><li>The purpose of this role is to make product available to meet customer demand – and that includes delivery to the appropriate location, on time, in sufficient quantity.</li><li>Supply chain role is focused on doing that in the most efficient and effective way.</li></ul> Responsibilities: <ul><li>Order management, shortage management, meet or exceed desired service levels and inventory targets as defined</li><li>To focus on part availability, on time delivery to the customer, Quality and Cost Reduction by utilizing resources effectively.</li><li>Driving supply chain and logistics excellence and ensuring the compliance of all statutory requirements in order to achieve Business goals.</li><li>Provide innovative planning and logistics solutions to find and implement efficiencies with cross-functional teams</li><li>Drive and assist in the identification and implementation of continuous improvement opportunities and customer satisfaction opportunities to deliver superior service.</li><li>Support procurement exercises by providing operational market intelligence and benchmarking.</li><li>Use of technological tools and internal data to generate reports that detail efficiencies as well as areas needing improvement.</li><li>Responsible for Inter Company procurement &amp; allocations from vendors in US/Europe/Asia</li><li>Scheduling and Releasing order on affiliates located all over the world as per the domestic requirement.</li><li>Taking order confirmation and ensuring shipments are handed over to forwarder in time</li><li>Oversee execution of shipments in different ways like Sea, Air Freight &amp; Couriers from different origins like Europe, Korea, Japan, USA, Thailand, Brazil etc. in co-ordination of different freight forwarders.</li></ul> Requirements: Technical Skill <ul><li>SAP MM.</li><li>Advance Excel EDUCATION/KNOWLEDGE.</li><li>Graduate Degree holder from any stream – Preferably Engineering.</li><li>Good knowledge of SAP or a similar ERP-system.</li><li>Excellent communication and partnership skills with CFTs.</li><li>Minimum 2-3 years working experience in Supply Chain functions.</li><li>Experience with SAP is highly desirable.</li><li>Exposure to Data Analytical tools and Data Management would be added advantage.</li><li>Innovation demeanor Problem solving.</li><li>Passion for technology.</li><li>Results driven.</li><li>Clear and concise communication.</li></ul>

Role Description: <ul><li>The role holder identifies and defines opportunities, builds the business case for each initiative, and leads delivery through internal technology functions and delivery partners. Initiatives are held to their intended outcomes, adoption and benefits, not go-live alone. This is a hands-on role. </li><li>The role holder personally designs, builds and deploys data, analytics, automation and AI solutions, and coordinates multidisciplinary teams.</li></ul> Responsibilities: <ul><li>Provide analysis and recommendations to help develop DHI’s technology, data and digital transformation agenda, for review by the Executive Director – Portfolio Operations and Intelligence.</li><li>Develop and maintain roadmaps for assigned initiatives, sequencing activity by value, dependency, risk and readiness.</li><li>Lead discovery and solution design with DHI departments, running workshops that define the opportunity, scope and intended outcome of each initiative.</li><li>Identify opportunities to improve revenue, productivity, customer experience, operational performance and decision-making through data, analytics, automation and AI.</li><li>Define value hypotheses, success metrics, adoption targets and value realisation frameworks for each initiative.</li><li>Design, develop, deploy and maintain data and analytical solutions, dashboards, automation solutions and AI-enabled products.</li><li>Build and maintain ETL/ELT processes and data transformation workflows.</li><li>Own the lifecycle of data, analytics, automation and AI products, from concept through deployment and adoption.</li><li>Define product vision, user requirements, roadmaps, backlogs and delivery priorities, based on the end-to-end needs of alternative asset management users, including investment professionals, portfolio managers, senior leadership and governance functions. Translate business challenges into technical requirements, user stories and solution designs.</li><li>Lead end-to-end delivery of assigned transformation initiatives, managing scope, schedule, cost and quality.</li><li>Ensure initiatives meet cybersecurity, data protection, privacy and AI governance requirements.</li></ul> Requirements: <ul><li>6 – 8 years of experience in technology transformation, data product development, applied AI, technology consulting or data-enabled transformation.</li><li>Demonstrated experience personally taking a problem through to a production-grade product.</li><li>Bachelor’s degree in Computer Science, Engineering, Data Science, AI, Mathematics, Statistics, Business or another relevant quantitative discipline.</li><li>Advanced degree, such as an MBA, preferred.</li><li>Technology, data and digital transformation planning and roadmap development</li><li>Data platforms such as Databricks, Azure AI Foundry, Spark, Hive or Palantir Foundry</li></ul>

Responsibilities: Customer Experience Strategy &amp; Governance: <ul><li>Develop, implement and continuously evolve the Companys Customer Experience strategy, roadmap, service standards and priorities in alignment with overall business objectives.</li><li>Establish the Customer Experience governance framework and ensure clear accountability for customer experience performance across relevant functions.</li><li>Represent the Voice of the Customer within the organization and ensure customer insights are considered in strategic, commercial, product and operational decisions.</li><li>Establish cross-functional governance for significant customer-impacting issues, ensuring root causes, corrective actions, responsible owners and deadlines are defined and tracked through to closure.</li><li>Collaborate with Commercial, Marketing, Product, Technology, Network, Finance, Regulatory, Legal and other departments to deliver a consistent and seamless end-to-end customer experience.</li></ul>&nbsp;Customer Support Operations: <ul><li>Lead the Customer Support Operations function and ensure effective management of internal and outsourced customer support operations.</li><li>Ensure customers receive timely, consistent and high-quality support across all relevant customer service channels and touchpoints.</li><li>Define and monitor operational KPIs and SLAs, including service levels, response and resolution times, First Contact Resolution, productivity and other relevant customer support indicators.</li><li>Continuously optimize customer support processes to improve efficiency, reduce customer effort, improve service quality and control operating costs.</li><li>Oversee internal and outsourced inbound and outbound customer support operations and ensure third-party partners meet agreed service levels, productivity, quality and customer experience standards.</li><li>Define workforce dimensioning, capacity planning and resource allocation requirements for internal and outsourced operations based on customer demand, contact volumes and business requirements.</li><li>Establish and oversee effective escalation processes for complex, sensitive or unresolved customer issues, ensuring clear ownership and timely resolution.</li><li>Ensure appropriate business continuity and customer-support procedures are in place for network incidents, system outages, major campaigns, unexpected increases in customer demand and other high-impact events.</li><li>Assess and recommend technologies, systems, automation and self-service solutions that improve customer experience, operational efficiency and cost-to-serve.</li><li>Define the Customer Experience organizational structure and resource requirements, and oversee recruitment priorities, performance management, employee development and succession planning.</li></ul> Quality Assurance &amp; Continuous Improvement: <ul><li>Lead a structured Continuous Improvement program across customer-facing operations using customer feedback, operational data, quality findings and root-cause analysis.</li><li>Own the Customer Experience Quality Assurance framework, including quality standards, interaction audits, mystery evaluations, calibration, quality scorecards and corrective-action mechanisms across internal and outsourced operations.</li><li>Analyze customer complaints, repeat contacts, escalations, quality findings and operational data to identify recurring issues and root causes, and drive cross-functional corrective and preventive actions through to implementation.</li><li>Identify opportunities to reduce avoidable and repeat customer contacts through process simplification, automation, self-service, improved communication and permanent resolution of root causes.</li><li>Track Continuous Improvement initiatives and measure their impact on customer satisfaction, service quality, operational efficiency, contact reduction and other relevant business outcomes.</li><li>Lead end-to-end customer journey reviews and service-design initiatives to identify pain points, reduce customer effort, improve First Contact Resolution and enhance the experience across physical, assisted and digital touchpoints.</li></ul> Training, Knowledge &amp; Capability Development: <ul><li>Oversee the Customer Experience Training function and establish a structured capability-development framework covering onboarding, product and service knowledge, systems, processes, customer handling, soft skills, coaching and refresher training.</li><li>Ensure Training Needs Analysis is driven by quality results, customer feedback, operational performance and identified competency gaps, and measure the effectiveness of training interventions.</li><li>Establish and maintain effective Knowledge Management practices, including customer-care SOPs, scripts, FAQs, knowledge articles and operational guidelines, ensuring frontline teams receive accurate and timely information.</li><li>Promote a culture of customer focus, continuous learning and high performance through coaching, recognition and employee-development initiatives.</li></ul> Customer Analytics, Voice of Customer &amp; Insights: <ul><li>Lead the Customer Analytics function and ensure customer and operational data is converted into actionable insights for Customer Experience and the wider business.</li><li>Establish CX dashboards and reporting covering customer behaviour, contact drivers, complaints, repeat contacts, service performance, quality, satisfaction, retention/churn indicators and emerging customer trends.</li><li>Own the Voice of Customer and CX measurement framework, including NPS, CSAT, First Contact Resolution and other relevant customer experience indicators, establishing targets and monitoring performance against them.</li><li>Use surveys, complaints, customer interactions, research and other feedback channels to identify customer needs, expectations, pain points and emerging trends, ensuring insights are translated into clearly defined improvement actions.</li><li>Utilize customer segmentation based on relevant behaviors, preferences, value, demographics and usage patterns to support customer experience initiatives, service prioritization and relevant business campaigns.</li></ul> Product, Process &amp; Operational Readiness: <ul><li>Ensure Customer Experience is appropriately involved in the development and implementation of new products, services, campaigns, processes and customer-impacting system changes, with customer experience risks identified before implementation.</li><li>Establish operational-readiness requirements for major launches and changes, including capacity, processes, systems, training, knowledge materials, customer communication and escalation procedures, and monitor customer impact following implementation.</li></ul> Performance, Compliance &amp; Financial Management: <ul><li>Provide senior management with regular reporting on Customer Experience performance, customer trends, key risks, operational performance, Continuous Improvement initiatives and areas requiring management attention.</li><li>Ensure Customer Experience operations comply with applicable regulatory requirements, company policies, data protection requirements and industry standards in coordination with Regulatory, Legal and other relevant functions.</li><li>Develop and manage the Customer Experience operating budget and monitor operating costs, productivity and cost-to-serve, identifying opportunities to improve efficiency without negatively impacting customer experience.</li><li>Manage key Customer Experience vendors and partners, ensuring contractual commitments, SLAs, costs, quality standards and performance expectations are effectively monitored and managed.</li></ul>&nbsp;Requirements: <ul><li>Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field,</li><li>A Master’s degree or professional certification (e.g., CCXP - Certified</li><li>Customer Experience Professional) is highly preferred.</li></ul>

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189 implement solution Jobs found

Software Engineer

Forward Deployed Senior Engineer, AI & Analytics

Cloud Engineering Manager

Safety - Training Manager

Division Manager - VP2

Specialist, Application Monitoring & Dashboard Analytics (VP2)

Account Manager

Material Planning Analyst

Senior Manager – Technology Transformation

Customer Experience Director

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189 implement solution Jobs found

Software Engineer

Forward Deployed Senior Engineer, AI & Analytics

Cloud Engineering Manager

Safety - Training Manager

Division Manager - VP2

Specialist, Application Monitoring & Dashboard Analytics (VP2)

Account Manager

Material Planning Analyst

Senior Manager – Technology Transformation

Customer Experience Director

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