Job Title

Key ResponsibilitiesStrategic Transformation LeadershipDefine and lead enterprise transformation programs focused on cost reduction, process efficiency, and quality improvement across global BPO operations.Align transformation initiatives with strategic business objectives, driving outcomes around productivity, billable utilization, SLA adherence, and CX metrics (CSAT, FCR, etc.).Engage and speak fluently with business stakeholders, providing excellent technical command to bridge the gap between operational needs and data science solutions.AI/ML-Driven InnovationIdentify and lead use cases for machine learning, NLP, predictive analytics, Sentiment Analysis, CSAT Correlation, Transformers, LLM, genAI, and automation across key functions (quality assurance, workforce management, fraud detection, content moderation, etc.).Partner with internal data science, product, and engineering teams to develop AI/ML solutions, PoCs, and production-grade deployments.Collaborate directly with the Engineering team to build and scale production-ready systems based on the data-driven insights generated.Process ReengineeringConduct value stream mapping, RCA workshops, and process simulations to uncover optimization opportunities.Develop and track transformation KPIs like AHT, TAT, Idle Time, Utilization, Attrition, and Forecast Accuracy.Apply strong experience in BPO-related operations specifically from a data science perspective to drive process maturity.Cross-functional Program ExecutionCollaborate with business leaders, operations heads, and IT stakeholders to roll out initiatives with measurable ROI.Manage complex transformation roadmaps with agile governance, stakeholder alignment, change management, and risk mitigation.Capability Building & Change ManagementDrive organizational maturity in digital transformation, citizen development, and AI literacy.Lead CoE (Center of Excellence) for AI-augmented operations and continuous improvement.Required QualificationsBachelor’s degree in Engineering, Computer Science, or a related field.8+ years of experience in BPO / KPO / Shared Services, with proven ownership of large-scale transformation projects.Strong experience in BPO-related operations viewed through a data science lens.5+ years of experience leading AI/ML initiatives, with demonstrable understanding of model lifecycle, deployment, and AI governance.High proficiency in Amazon SageMaker for model development and deployment.Proficient in tools like Python, SQL, Power BI/Tableau, and exposure to AI platforms (Azure AI, AWS SageMaker, Google Vertex AI, or OpenAI APIs).Strong command over automation technologies (RPA tools like UiPath, Blue Prism, or Power Automate).Deep understanding of BPO metrics and operational challenges in domains like CX, F&A, Risk, and Content Operations.Preferred TraitsStrategic thinker with a bias for action and problem-solving mindset.Strong leadership presence with excellent technical command and the ability to influence C-level and business stakeholders.Excellent communication and storytelling skills, especially in presenting data-backed recommendations.Comfortable operating in fast-paced, ambiguous, and matrixed environmentsHow We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.We invite you to explore all TaskUs career opportunities and apply through the provided URL