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Job Title:Program & Customer Manager – Global Accounts Department/Function:Digital Operations/AI & GenAI Services Location:Bangalore, India Reporting To:Head of Professional Services Employment Type:Full-time Work Mode:Hybrid (3 days On-Site), Whitefield, Mahadevapura1. Role Summary The 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 Responsibilities Global Program & Account Leadership Own 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 fromclient 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 Readiness Lead 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 Improvement Establish 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 & Competencies Strong 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 & Competencies Global account and program leadership Strong customer and executive stakeholder management Business and commercial acumen Ability to manage people outcomes within a business role Influence in matrixed, cross-functional environments Cross-cultural communication and executive presence Structured execution, governance, and risk management Data-driven decision-making and problem-solving4. Education & Experience Requirements Education 8+ years of experiencein program management, account management, or customer-facing business leadership roles. Proven experience managingmultinational or large, complex enterprise accountsacross regions. Strong exposure toBPO, IT services, or professional services environments . Demonstrated success in scaling global programs, launching new delivery operations, and managing cross-regional teams. Prior experience working withUS-based and global enterprise clientsis mandatory. Commercial awareness and customer centricity5. Tools / Systems Knowledge Familiarity with global delivery, governance, and performance-tracking systems Exposure to customer engagement and stakeholder communication platforms Ability to leverage data and dashboards to monitor delivery health and outcomes Comfortable adapting to new tools and systems across global environments Experience working with enterprise program management and reporting tools6. Key Performance Indicators (KPIs) Customer satisfaction and stakeholder confidence across global accounts Achievement of program delivery milestones, timelines, and quality standards Revenue growth, account expansion, and margin adherence Stability, engagement, and performance of global delivery teams Effectiveness of cross-regional governance and issue resolution Timeliness and success of onboarding, ramp-ups, and project launches Proactive risk identification and mitigation Consistency in execution across regions and markets Churn, retention, and recruitment metrics7. Additional Requirements Willingness and flexibility forextensive international travel , including frequent travel to theUnited States . Ability to work acrossmultiple time zonesand support global stakeholders. Comfortable operating inambiguous, fast-evolving environmentswith 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 Konecta Konecta 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 over26 countries , more than120,000 professionals , and support in30+ 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 incomplex, global environments , enjoy orchestrating large-scale programs, and can balancecustomer expectations with execution excellence , Konecta offers a platform where you can make a visible, lasting impact. Be thecentral owner for a premier, multinational global account , with real accountability and influence across regions and senior client stakeholders. Work with aglobal CX and digital services leader operating across 26+ countries , supporting some of the world’s most recognized brands. Play a pivotal role inshaping global delivery, governance, and customer strategy , directly impacting revenue growth and long-term partnerships. Experience a culture that valuesownership, 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 toglobal delivery models and executive engagement . Be part of Konecta’sIndia 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-wherescale, quality, technology, and people leadershipcome together to deliver differentiated outcomes for clients.