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.



We are inviting applications for the role of Senior Manager, Data Science

Senior Manager- Data Science will drive the data science agenda for Trust & Safety and Customer Care by aligning analytical solutions with business goals (e.g., user protection, abuse prevention, escalation reduction, SLA performance).

Responsibilities

1. Strategic Leadership & Program Ownership

Lead the design and implementation of large-scale, data-driven initiatives that enhance customer experience, optimize operations, and mitigate risk.*
Own the roadmap for advanced analytics, automation, and AI/ML interventions within the support and moderation ecosystem.*

2. Advanced Analytics & Insight Generation

Use machine learning, natural language processing, anomaly detection, and clustering techniques to identify patterns in customer interactions and safety incidents.*
Build and validate predictive models (e.g., churn prediction, ticket deflection, fraud detection, escalation risk scoring) and translate model output into business actions.*
Develop real-time dashboards, scorecards, and KPIs to measure health of T&S and CX processes using tools like Tableau, Power BI, and SQL-based queries.*

3. End-to-End Project Delivery

Lead end-to-end execution of data science projects - from problem scoping, data acquisition, and modeling, to stakeholder buy-in and implementation.*
Drive continuous improvement in processes through structured experimentation (A/B testing, hypothesis testing) and feedback loops.*
Partner with engineering and product teams to operationalize models into business systems and support product feature development.*

4. Stakeholder Engagement

Collaborate closely with senior leadership (including VP/Director levels), legal, policy, engineering, and vendor operations to align on priorities and ensure responsible AI practices.*
Act as the analytics thought partner to the T&S and Customer Care vertical leads by identifying data gaps, advising on operational risks, and building narrative-driven reports.*
Represent the analytics function in governance forums, client QBRs, or executive reviews with clear articulation of insights and value delivered.*

5. Team Leadership & Development

Build and lead a high-performing team of data scientists and analysts; mentor them on technical skillsets, business problem solving, and stakeholder management.*
Foster a culture of analytical rigor, experimentation, and accountability in the team.*
Manage resource allocation, succession planning, and capability uplift across regions (e.g., India, Europe, LATAM teams).*

6. Governance, Risk & Ethical Data Use

Ensure all analytical solutions are compliant with regulatory frameworks (e.g., GDPR, platform trust policies) and reflect ethical data usage.*
Establish robust data governance and validation processes to maintain data quality and consistency across all sources.*

7. Innovation & Automation

Identify automation opportunities in moderation workflows, escalation handling, and customer support journeys using bots, intelligent routing, and NLP.*
Explore cutting-edge AI/ML trends to evaluate their applicability in Trust & Safety or support scenarios (e.g., LLM-based summarization of tickets, real-time abuse pattern recognition).*
Qualifications we seek in you!

Minimum Qualifications

Postgraduate degree in Business Administration, Operations, Statistics, or a related field from a reputed institution*
Proven expertise in managing large-scale Trust & Safety or Customer Care operations, with experience in policy implementation, moderation workflows, or support transformation*
Strong end-to-end program ownership: from identifying client challenges, defining metrics and processes, to driving measurable business outcomes*
Skilled in leveraging data to build robust risk mitigation strategies and improve customer/user experience*

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Technical & Functional Expertise

Experience in Data Warehousing and Reporting: Ability to lead integration of heterogeneous data sources to deliver executive-level dashboards and business insights*
Proficiency in analytical tools (Excel, SQL, Power BI, Tableau, etc.); knowledge of SAS/R/Python is a plus*
Deep understanding of operations metrics (AHT, FCR, Quality, SLA, CSAT, escalation trends) and ability to drive interventions to improve them*
Familiarity with Trust & Safety tools and case management platforms (e.g., Zendesk, T&S custom tools, CRM systems)*

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Leadership & Communication

Excellent communication and stakeholder management skills; ability to influence across global cross-functional teams including Legal, Product, Policy, and Vendor Ops*
Regularly interfaces with VP/Sr. Director-level clients; must possess strong executive presence and the ability to lead strategic discussions*
Demonstrated experience in mentoring teams, driving change, and leading operational excellence initiatives across geographies*

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Preferred Qualifications

Strong leadership presence with the ability to build, scale, and motivate high-performing teams*
High problem-solving ability with a structured thinking approach and business acumen*
Ability to thrive in ambiguity and lead teams through change management and digital transformation initiatives*


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.

JobSenior Manager

Primary LocationIndia-Hyderabad

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingAug 7, 2025, 9:57:08 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time