Senior Vice President - Head of Agentic Operations (AO) - Agentic AI

Ready to build the future with AI?  

At Genpact, we don’t just keep up with technology—we set the pace. 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, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, 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 Senior Vice President - Head of Agentic Operations (AO) – Agentic AI! 
 

The Head of Agentic Operations will lead the enterprise-wide transition from Digital Operations (DO) to Agentic Operations (AO). This role is accountable for building and scaling the operating model, talent framework, governance mechanisms, and client-facing delivery construct required to embed Agentic AI into core operations at scale 

Responsibilities:

• Enterprise AO Strategy & Design  
• Shape the operating model, role archetypes, and governance required for AO at scale.  
• Define and execute the AO roadmap to transition ~95K FTEs from DO to AO.  
• Partner with COOs and CFO org to deliver AO’s contribution to segment ARR, margin expansion, and revenue per HC.  
• Translate operational outcomes into commercial value propositions for clients and build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered to clients.  
• Delivery Readiness & Client Success  
• Lead the Agentic Operations readiness accelerator to re-architect skills, responsibilities, and workflows.  
• Drive AO-led delivery efficiency and business outcomes in designated accounts.  
• Partner with segment COOs to integrate Agentic solutions into delivery frameworks, ensuring 90%+ revenues into AO by 2026.  
• Institutionalize Agentic QA and governance frameworks like DQI (delivery quality index)for Digital Operations  
• Ensure seamless delivery in hybrid models (human + AI workforce) with consistent client experience and value realization.  
• Establish an AO Performance Scorecard. Build metrics dashboards to track AO-driven efficiency, revenue rotation, and value delivered to clients.  
• Govern AO adoption through clear checkpoints, risk controls, and Board/GLC reporting.  

• Change Leadership

• Lead  the Change Management function to drive mindset, process, and culture shifts across Genpact and client ecosystems.  
• Collaborate with GDC leads to integrate AO into scaled delivery hubs.   
• Lead adoption and internalization of Agentic-first ways of working  
• Customer Experience & Value  
• Oversee the ACE (Agentic Customer Experience) function and ensure adoption frameworks drive measurable value for clients.  
• Track and report outcomes across delivery excellence (Stability + Client Outcomes) efficiency, effectiveness, and client satisfaction.   
• Ensure >85% compliance on Delivery Quality Index (DQI) across AO accounts by 2026.  
• Establish AO best practices and playbooks, embedding continuous improvement across service lines.  
• Partner with vertical COOs on transition planning, stable delivery, and AO adoption KPIs (NPS, responsiveness, predictability).  
• Responsible & Sustainable AO  
• Partner with Head of Responsible AI to embed compliance, ethics, and observability into operations.  
• Ensure scalable, resilient, and future-ready AO practices aligned with regulatory standards.  
• Talent & Capability Build  
• Build a global AO talent strategy with new role archetypes (e.g., AI Trainer, Workflow Designer, Evaluation Specialist).  
• Develop career pathways, certifications, and rotation models to ensure workforce readiness.  
• 6. Risk & Compliance Leadership  
• Anticipate and manage risks (e.g., compliance gaps, client adoption challenges, workforce displacement issues).  
• Establish proactive risk mitigation frameworks in collaboration with Responsible AI and Legal/Compliance teams.  
• Thought Leadership & Influence  
• Represent Genpact externally at client forums, analyst briefings, and industry conferences as the face of Agentic Operations leadership.  
• Build credibility for Genpact’s AO leadership story in the market.  

Qualifications we seek in you! 

Minimum Qualifications

• large-scale operations leadership (BPO, Technology, Consulting, or SaaS Ops).  
• Proven track record of leading operating model transformations at enterprise scale.  
• Strong understanding of AI/Automation, hybrid workforce models, and digital operations.  
• Demonstrated ability to influence across C-Suite, clients, and large-scale teams.  
• Deep expertise in org design, change management, and customer success.  
• Global leadership experience with multi-country delivery models.  
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Make an impact – Drive change for global enterprises and solve business challenges that matter  

Why Join Genpact?

• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills  
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build  
• 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 140,000+ coders, 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.