Job Title

Job Title: Program & Customer Manager – Global AccountsDepartment/Function: Digital Operations/AI & GenAI ServicesLocation: Bangalore, IndiaReporting To: Head of Professional Services Employment Type: Full-timeWork Mode: Hybrid (3 days On-Site), Whitefield, Mahadevapura1. Role SummaryThe Program & Customer Manager – Global Accounts acts as the central orchestrator for a premier, multinational client, overseeing all programs, projects, and services across regions. This role ensures tight alignment between the client’s global strategy and local execution, drives revenue growth, manages cross-regional dependencies, and serves as the single point of accountability for end-to-end service delivery.Positioned within the business organization, the role carries ownership for customer outcomes, program governance, and people leadership across global delivery teams. The incumbent will play a critical role in scaling operations, strengthening delivery maturity, and building trusted, long-term client partnerships across markets.2. Key ResponsibilitiesGlobal Program & Account LeadershipOwn end-to-end program oversight for a large, complex multinational account across all regions.Align client’s global objectives with regional execution plans to ensure consistency, quality, and scalability.Manage the demand/supply equation for professional services resources in close alignment with the different global clients and Konecta delivery centres Manage the recruitment process and performance improvement plans for all professional services resources in close alignment with the global clients and Konecta local HR in the delivery centres Manage cross-regional dependencies, risks, and delivery interlocks across time zones.Drive revenue growth, account expansion, and operational scalability through strong program leadership.Support broader global program initiatives, ensuring alignment with evolving business and client goals.Customer & Relationship Management (C-Suite)Build, manage, and sustain strong, long-term relationships with senior client stakeholders, including C-suite and executive decision-makers.Act as the primary escalation and governance owner for the client globally.organise and drive executive reviews, steering committees, and strategic discussions with client leadership.Translate client feedback into actionable priorities across delivery teams and regions.People Leadership & Experience (Business-Owned)Own people leadership responsibilities for the global account across all regions.Regularly obtain structured and informal feedback on Konecta employees from client project managers and stakeholders.Drive consistent people experience, engagement, and performance standards across geographies.Identify early risks related to performance, engagement, or attrition and address them proactively with business leaders.Support onboarding, integration, and stabilization of teams during ramp-ups, transitions, and scale-ups.Talent Scaling & Operational ReadinessLead workforce scaling initiatives across regions, including ramp-ups, onboarding coordination, training readiness, and production stabilization.Ensure timely and high-quality operational launches aligned to client commitments.Enable teams to meet productivity, quality, and delivery benchmarks consistently.Governance, Execution & Continuous ImprovementEstablish and drive strong global governance models, reporting cadence, and performance dashboards.Monitor delivery health, customer satisfaction, and people indicators to support data-driven decisions.Identify opportunities for continuous improvement across delivery, execution, and customer experience.Contribute to building scalable, resilient delivery models that support Konecta’s long-term global growth.Leadership & CompetenciesStrong leadership capability within matrixed organizations, with the ability to influence without direct authority.High level of business and commercial acumen.Excellent cross-cultural communication, interpersonal, and presentation skills.Fluency in English is essential; additional languages are an advantage.High emotional intelligence, sound judgment, and strong executive presence.Comfortable operating in fast-paced, complex, global environments.3. Key Skills & CompetenciesGlobal account and program leadershipStrong customer and executive stakeholder managementBusiness and commercial acumenAbility to manage people outcomes within a business roleInfluence in matrixed, cross-functional environmentsCross-cultural communication and executive presenceStructured execution, governance, and risk managementData-driven decision-making and problem-solving 4. Education & Experience Requirements Education8+ years of experience in program management, account management, or customer-facing business leadership roles.Proven experience managing multinational or large, complex enterprise accounts across regions.Strong exposure to BPO, IT services, or professional services environments.Demonstrated success in scaling global programs, launching new delivery operations, and managing cross-regional teams.Prior experience working with US-based and global enterprise clients is mandatory.Commercial awareness and customer centricity 5. Tools / Systems KnowledgeFamiliarity with global delivery, governance, and performance-tracking systemsExposure to customer engagement and stakeholder communication platformsAbility to leverage data and dashboards to monitor delivery health and outcomesComfortable adapting to new tools and systems across global environmentsExperience working with enterprise program management and reporting tools6. Key Performance Indicators (KPIs)Customer satisfaction and stakeholder confidence across global accountsAchievement of program delivery milestones, timelines, and quality standardsRevenue growth, account expansion, and margin adherenceStability, engagement, and performance of global delivery teamsEffectiveness of cross-regional governance and issue resolutionTimeliness and success of onboarding, ramp-ups, and project launchesProactive risk identification and mitigationConsistency in execution across regions and marketsChurn, retention, and recruitment metrics 7. Additional RequirementsWillingness and flexibility for extensive international travel, including frequent travel to the United States.Ability to work across multiple time zones and support global stakeholders.Comfortable operating in ambiguous, fast-evolving environments with high ownership.Strong judgment in handling sensitive customer, delivery, and people-related matters.Ability to balance strategic thinking with hands-on execution.High levels of professionalism, confidentiality, and accountability.About KonectaKonecta is a global leader in experience-driven solutions, combining human expertise with advanced digital and AI-enabled capabilities to transform customer and employee experiences. With a presence in over 26 countries, more than 120,000 professionals, and support in 30+ languages, Konecta partners with organizations across industries to deliver tailored, end-to-end solutions that drive engagement, performance, and growth. The company operates with a strong commitment to innovation, collaboration, and making every connection meaningful, while redefining what’s possible in the age of AI-powered experience management.Why Join Us?If you thrive in complex, global environments, enjoy orchestrating large-scale programs, and can balance customer expectations with execution excellence, Konecta offers a platform where you can make a visible, lasting impact.Be the central owner for a premier, multinational global account, with real accountability and influence across regions and senior client stakeholders.Work with a global CX and digital services leader operating across 26+ countries, supporting some of the world’s most recognized brands.Play a pivotal role in shaping global delivery, governance, and customer strategy, directly impacting revenue growth and long-term partnerships.Experience a culture that values ownership, decisiveness, and outcome-driven leadership, giving you the autonomy to lead from Day 1.Collaborate with diverse, high-performing teams across geographies, gaining unmatched exposure to global delivery models and executive engagement.Be part of Konecta’s India growth journey, while operating at a truly global scale with opportunities for mobility and leadership visibility.Contribute to Konecta’s evolution as the CX landscape advances-where scale, quality, technology, and people leadership come together to deliver differentiated outcomes for clients.