Digital Manager Concentrix Corporation

Key responsibilities

Digital Strategy & Transformation

• Analyze current digital usage patterns and identify opportunities for enhanced digital adoption across all customer and operational touchpoints
• Develop comprehensive proposals for digital change initiatives, including detailed business cases with clear ROI / impact projections
• Lead digital transformation projects from conception through implementation, ensuring alignment with organizational strategy
• Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies to improve scalability and reduce manual dependencies
• Champion digital-first behaviors across the organization, working with management to embed digital capabilities within existing operations

Operations Management & Process Excellence

• Design and organize seamless user experiences across multiple channels and customer touchpoints
• Implement robust governance models, risk controls, and regulatory compliance measures for digital operations
• Utilize Lean, Six Sigma, and other methodologies to identify and eliminate operational inefficiencies
• Spearhead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness
• Conduct root cause analysis to identify operational deficiencies related to digital usage and implement sustainable corrective actions
• Establish continuous improvement frameworks including Kaizen principles and business process reengineering

Data Analytics & Performance Management

• Leverage advanced analytics, dashboards, and real-time reporting tools to track digital performance and identify trends
• Develop and maintain digital usage reporting frameworks to measure adoption, engagement, and business impact
• Utilize predictive modeling and business intelligence tools (Power BI, Tableau, SQL) to derive actionable insights
• Monitor benefit forecasting and tracking for digital initiatives, ensuring delivery of projected outcomes
• Conduct regular operational audits to evaluate digital performance and recommend strategic improvements

Stakeholder Management & Communication

• Present proposals, findings, and recommendations to senior leadership and key stakeholders with clarity and impact
• Capture and translate business requirements into technical specifications for digital solutions
• Act as liaison between business units, technology teams, and external vendors to ensure seamless delivery
• Conduct regular business reviews to evaluate digital initiative performance and alignment with objectives
• Implement structured feedback mechanisms to capture stakeholder input and drive continuous improvement

Change Management & Implementation

• Author and communicate digital behavior requirements and standards across the organization
• Support change thinking and change management initiatives throughout digital transformation projects
• Analyze system changes and assess their impact on business operations and user experience
• Communicate technical changes effectively to operational teams and support successful implementation
• Create compelling change stories using data visualization and presentation techniques to drive adoption

Team Leadership & Capability Building

• Lead, mentor, and develop team members with a focus on digital excellence and innovation
• Foster a culture of ownership, accountability, and continuous learning
• Provide input to training programs to upskill employees on digital tools, analytics platforms, and process excellence
• Promote consultative approaches to problem-solving and critical thinking across the team