Job Description

Ready to shape the future of work?

At Genpact, we don't just adapt to change--we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's

AI Gigafactory

, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to

agentic AI

, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an

advanced technology services and solutions company that delivers

lasting

value for leading enterprises

globally.

Through our

deep business knowledge, operational excellence, and cutting-edge solutions

-

we help companies across industries get ahead and stay ahead.

Powered by curiosity, courage, and innovation

,

our teams

implement

data, technology, and AI

to

create tomorrow, today.

Get to know us at

genpact.com

and on

LinkedIn

,

X

,

YouTube

, and

Facebook

.

Inviting applications for the role of

Manager - Customer Care

We are seeking a highly motivated and skilled

Manager

to lead our Operations Customer Service team, focusing on technical hardware support. This role is critical in ensuring customer satisfaction and product reliability by delivering timely and effective technical support. You will be responsible for managing a team that acts as the primary point of contact for clients experiencing technical issues and helping internal teams resolve product challenges.

Responsibilities

Team Leadership:

Manage and mentor a team of technical support specialists, ensuring high performance and adherence to service level agreements (SLAs).

Technical Expertise:

Provide guidance and support to the team on complex technical issues related to CPU performance, compatibility, installation, and thermals.

Escalation Management:

Take ownership of Tier 3/4 escalations queues and ensure that the SLAs are met

Root Cause Analysis:

Lead Root Cause Analysis (RCA) efforts and generate detailed post-mortems for major incidents.

Knowledge Management:

Build and maintain internal KBs, troubleshooting SOPs, and Customer recovery SOPs.

Process Improvement:

Drive KCS and BPM Process article creation. Review new knowledge articles created and identify opportunities to improve web experience for customers

Customer Satisfaction:

Working with contact centres to drive CE

scores ,

Issue resolution and Customer satisfaction.

Product Improvement:

Working with L3 and Quality/Training team to drive product improvements and customer service skills.

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree in:

Experience:

Good years in a leadership role within customer service operations, preferably in a BPO or similar environment.

Education:

Bachelor's degree in business administration, management, or

a related

field.

Electronics and Communication Engineering (ECE)

Electrical and Electronics Engineering (EEE)

Computer Hardware Engineering Or related technical fields.

Skills:

Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization.

Attributes:

Results-driven, customer-focused, and able to thrive in a fast-paced environment.

Preferred Qualifications/ Skills,

Knowledge on data analytics and POWER BI

Salesforce and Einstein

Technologies such as Power automation and Flow

Understanding of Billing methodologies and Oracle

Why join Genpact?

Be a transformation leader

- Work at the cutting edge of AI, automation, and digital innovation

Make an impact

- Drive change for global enterprises and solve business challenges that matter

Accelerate your career

- Get hands-on experience, mentorship, and continuous learning opportunities

Work with the best

- Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

Thrive in a values-driven culture

- Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

JobManager


Primary LocationIndia-Bangalore


ScheduleFull-time


Education LevelBachelor's / Graduation / Equivalent


Job PostingDec 16, 2025, 3:59:40 AM


Unposting DateOngoing


Master Skills ListOperations


Job CategoryFull Time