Overview In this role, you lead service strategy engagements for Technology clients, blending strategy with AI-enabled delivery to achieve measurable business outcomes. You'll shape vision and drive cross-functional execution across strategy, technology, and operations. You translate pain points into actionable roadmaps and align strategic goals with technology modernization. You'll work with executive stakeholders to deliver transformative service experiences. ResponsibilitiesLead engagements defining service strategies for digital self-service, contact center, and field service experiences for Technology clientsDefine and deliver AI-enabled service strategies with cross-functional client teams to meet customer and business goalsAdvise on improving user adoption, retention, and lifetime value across SaaS, platform, and enterprise software service channelsTranslate business challenges into structured strategies, initiatives, roadmaps, and business casesAlign strategic intent with technology delivery, including architecture, platform requirements, and data integration strategyLead workshops and sessions with business and technology stakeholders to move from strategy to implementationGuide prioritization, trade-offs, dependencies, and execution planning for fast, clear deliveryCreate phased deployment/migration plans for AI agents and automation by value and readinessIdentify and champion AI-enabled tools and modern work methods to accelerate strategy workManage client relationships, scope, timelines, risks, and dependencies across workstreamsLead and mentor multi-disciplinary teams across strategy, technology, and operationsCoordinate global delivery teams (USI/India and ADMX/Mexico) for consistent delivery and knowledge transferSupport practice growth through proposals, solution shaping, and coaching teamsAdvocate for the service strategy role with clients and internally to develop teams Key requirements8+ years in consulting engagements focused on service transformation (contact center, field service, digital self-service)6+ years in customer/UX strategy or operational transformation engagements for Technology clients6+ years in Technology sector with SaaS, cloud, and enterprise software experience6+ years leading strategy engagements with current-state diagnosis, opportunity identification, and roadmaps6+ years in technology strategy and delivery including AI use case prioritization, architecture, and implementation planning1+ years of experience using AI tools in day-to-day workWillingness to travel 30%Limited immigration sponsorship may be availableExecutive storytellingTeam leadershipClient relationship managementAI-enabled toolsAgentic AI designArchitecture design and platform assessments
Not specified in the original listing.
Not specified in the original listing.
