Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Consultant - Trust & Safety or Customer Service or Ad Operations (Senior Manager)
A Consultant in this team plays a strategic role in shaping how our business partners understand performance, risk, and opportunity across multiple operational domains. This role is built for someone who can blend structured problem-solving, external research, storytelling, and deep operational understanding to deliver insights that influence senior-level decisions. You'll study how different product areas and workflows function in real time, identify where user experience or reviewer accuracy breaks down, and turn those observations into narratives that move leaders toward action. The work requires a sharp consulting mindset--someone who can zoom out to craft compelling perspectives backed by data, and zoom in to understand the root causes behind specific trends or inefficiencies. You will partner closely with product teams, engineering, operations leadership, and client stakeholders to shape problem statements, build business cases, frame opportunities, and lead advisory discussions. Your recommendations will help guide transformation priorities, support long-term strategy, and elevate the way the business understands itself.
Responsibilities

• Lead structured consulting engagements across Trust & Safety or Customer Service or Ad Operations, converting ambiguous challenges into clear problem statements and strategic recommendations.
• Conduct deep assessments of current workflows, reviewer decisioning, user journeys, and operational performance to uncover insights that shape transformation priorities.
• Build compelling narratives, POVs, and thematic insights that help leadership understand ecosystem risks, customer experience breakdowns, and patterns across product surfaces.
• Analyze operational data, quality audits, escalation themes, and external market research to identify opportunities for efficiency, accuracy, and experience improvement.
• Partner with product, engineering, and operations teams to influence roadmaps by articulating the user and reviewer implications behind complex issues.
• Develop detailed business cases and value models that quantify the impact of proposed changes, including time-to-value, operational lift, and risk reduction.
• Lead POCs, pilots, and hypothesis-driven experiments to validate new ideas before scaling.
• Conduct external benchmarking and competitive landscape studies to identify leading practices and generate fresh insights for internal stakeholders.
• Build executive-ready presentations, insights decks, and decision frameworks that simplify complex challenges and guide discussions with senior leadership.

• Collaborate with cross-functional leaders to shape long-term strategy, influence prioritization, and align teams on direction and expected outcomes.
• Identify emerging risks, workflow inefficiencies, and experience gaps by combining quantitative data, qualitative observation, and marketplace intelligence.
• Coach junior analysts and consulting partners on structured problem-solving, insight generation, and storytelling best practices.

Qualifications we seek in you!
Minimum Qualifications / Skills

• Post Graduation / MBA

Preferred Qualifications/ Skills

• Strong consulting background with experience delivering insights, recommendations, and strategic problem-solving within tech, online platforms, or digital operations.
• Deep understanding of Trust & Safety, Customer Service, or Ad Operations ecosystems and the operational complexities within these environments.
• Ability to convert operational data, reviewer behavior, and product patterns into executive-level insights and strategic narratives.
• Experience with analytical tools, data interpretation, sampling frameworks, and root-cause assessment to support structured storylines.
• Expertise in building business cases, value assessments, and decision models that guide prioritization.
• Strong storytelling and communication skills, with the ability to create high-clarity presentations for senior leaders and product teams.
• Familiarity with product and engineering workflows and the ability to articulate issues in a way that supports feature planning and roadmap discussions.
• Knowledge of risk frameworks, safety policies, advertiser guidelines, or customer experience drivers depending on domain specialization.
• Ability to conduct competitive benchmarking, external research, and market analysis to enrich internal perspectives.
• Proven experience influencing stakeholders across product, engineering, operations, and client teams.
• Understanding of consulting methodologies--problem structuring, hypothesis-driven analysis, executive communication, and insight framing.
• Bachelor's degree required; MBA or consulting firm experience strongly preferred.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.

Skills Required