Position Overview:
We are seeking an experienced and results-driven Delivery Lead to spearhead digital transformation initiatives within the Customer Experience (CX) function. This position involves driving complex transformation programs across Sales, Marketing, Partner, Customer Support, and Product Launch and Fulfillment domains. The Delivery Lead will ensure seamless execution, integrating AI-powered business capabilities, engineering rigor, SDLC processes, and program governance frameworks. The role demands both technical depth and business acumen to lead initiatives across a robust technology stack and achieve transformative business outcomes.
The ideal candidate brings proven success in leading multiple complex transformation programs, fostering alignment across stakeholders, and leveraging AI-driven solutions to enhance operational efficiency and business impact.
Key Responsibilities Include:
End-to-End Program Delivery:
- Take ownership of end-to-end delivery for complex business and technology transformation programs in the Customer Experience function.
- Ensure programs deliver intended business outcomes by achieving goals on time, within scope, budget, and at expected quality standards.
- Coordinate across Sales, Marketing, Partner, Support, and Fulfillment teams, as well as technical domains such as digital tools, business platforms, operations, security, and architecture to ensure cohesive execution.
Leverage AI-Powered Business Capabilities:
- Identify opportunities to embed AI-driven solutions into transformation programs to enhance decision-making and operational efficiency.
- Apply AI-powered tools to optimize processes such as personalized customer engagement, predictive analytics, workflow automation, and data-driven decision-making.
- Drive efficiency through intelligent automation, ensuring scalability and agility in business operations.
Manage Complex Technology Ecosystem:
- Oversee delivery within a diverse technology stack, including:
- Salesforce
- Oracle CPQ
- Oracle Fusion (Subscription Management Cloud (SMC), Revenue Management Cloud Service (RMCS), Asset Lifecycle Management (ALM), Product Data Hub (PDH), Fusion Order Management (FOM))
- Oracle E-Business Suite (EBS)
- Custom Applications supporting Product Fulfillment and Manufacturing
- Ensure alignment of technology enhancements with evolving AI-driven business capabilities and transformational goals.
Engineering Rigor and SDLC Compliance:
- Uphold disciplined software development lifecycle (SDLC) processes and engineering standards.
- Promote quality assurance, risk management, and technical excellence throughout the transformation lifecycle.
- Incorporate intelligent monitoring and AI-based tools to ensure system reliability and deployment accuracy.
Leadership & Collaboration:
- Foster strong collaboration across internal teams and external vendors to build alignment around transformational goals.
- Partner with Sales, Marketing, Customer Support, and Operations teams to deliver business value and ensure successful adoption of initiatives.
- Act as a trusted advisor and advocate for transformation, driving stakeholder alignment and decision-making.
Governance and Risk Management:
- Define and implement robust governance frameworks, including objectives, KPIs, entry/exit criteria, risk management, and accountability mechanisms.
- Manage dependencies across workstreams while proactively identifying and mitigating risks to ensure predictable execution.
Innovation and Continuous Improvement:
- Use AI-driven insights to continuously improve processes, reduce inefficiencies, and optimize workflows.
- Champion process innovation and excellence by leveraging AI capabilities for predictive analysis and performance optimization.
Required Qualifications:
- 10+ years of experience delivering large-scale digital transformation programs, including Sales, Marketing, Customer Support, or Fulfillment functions.
- Proven expertise in implementing and managing AI-powered business capabilities, such as predictive analytics, intelligent automation, and personalized customer experiences.
- Experience working with complex technology stacks, including Salesforce, Oracle CPQ, Oracle Fusion (SMC, RMCS, ALM, PDH, FOM), Oracle EBS, and custom applications.
- Strong knowledge of SDLC processes, program governance, and engineering best practices.
- Exceptional program management skills, with expertise in managing dependencies and risks across multiple workstreams.
- Proven ability to collaborate across business and technology teams, vendors, and stakeholders to drive seamless program execution.
Preferred Qualifications:
- Experience delivering AI-driven solutions in Customer Experience domains (CRM, ERP, or customer intelligence platforms).
- Familiarity with agile methodologies, DevOps practices, and the integration of AI in software delivery pipelines.
- Demonstrated expertise in transforming business processes using data analytics and intelligent automation tools.
- Foster a culture of alignment, collaboration, and accountability across stakeholders and teams.
This role offers a unique opportunity to drive innovation and excellence by leading the integration of AI-powered business capabilities into the Customer Experience function’s digital transformation. If you are passionate about spearheading change and delivering meaningful impact, we encourage you to apply.
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