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About Capgemini

Capgemini is a global leader specializing in consulting, digital transformation, technology, and engineering services. With over 50 years of experience and 270,000 employees in nearly 50 countries, the company focuses on driving innovation across cloud, digital platforms, and business operations to help organizations fulfill their strategic goals. Capgemini believes that the true value of technology emerges through people.

Role Summary

The Value Realization Office (VRO) at Capgemini supports clients in transforming customer service and contact center operations to achieve clearly measurable outcomes. This role integrates expertise in contact center management, consulting on transformations, process improvements, AI-driven service delivery, and realizing business value. The Transformation Manager collaborates with clients and multidisciplinary teams to identify enhancements, design future operating frameworks, build convincing business cases, and ensure the achievement of goals related to financial performance, operational efficiency, workforce engagement, and customer satisfaction. Acting as a trusted consultant, this position helps modernize customer service by leveraging people, process, technology, and AI solutions.

Key Responsibilities

Evaluate contact center operations, including processes, workforce arrangements, technological platforms, and performance metrics.
Design future operating models that enhance the customer experience, workforce engagement, operational effectiveness, and business results.
Identify modernization opportunities such as automation, digital self-service channels, knowledge bases, and AI-powered tools.
Lead transformation projects from strategic planning through rollout and benefits tracking.
Create business cases and value frameworks to justify transformation efforts.
Set baseline KPIs and develop methods for monitoring benefits.
Track and report on productivity, quality, customer satisfaction, employee experience, cost efficiencies, and revenue impacts.
Steer governance efforts to ensure sustained achievement of transformation goals.
Assess and recommend innovative technologies including generative AI, agent-assist AI, conversational AI, and intelligent automation.
Collaborate with technology and business units to identify valuable AI applications.
Evaluate organizational readiness and impact of AI-enabled service models, supporting adoption strategies and roadmaps.
Analyze staffing structures, operational procedures, and workforce management to align with evolving business needs.
Suggest improvements in workforce management, quality assurance, training, and knowledge management.
Support organizational redesign and skill development initiatives.
Act as a trusted advisor to leadership, facilitating executive workshops, strategy sessions, and planning activities.
Prepare executive presentations, strategy recommendations, and business cases.
Assist in sales pursuits, proposal development, and response to RFIs and RFPs.
Develop thought leadership content, market insights, and best practices relating to customer service and AI-driven transformations.
Contribute to the creation of innovative service offerings to differentiate Capgemini’s capabilities.
Maintain awareness of industry trends, emerging tech, and best practices in customer experience and AI-powered service delivery.

Required Qualifications

At least 7 years of experience in contact center operations, customer service consulting, or transformation roles.
Proven track record leading contact center transformation initiatives.
In-depth knowledge of customer service operating models, workforce management, quality control, learning and development, reporting, analytics, and knowledge systems.
Skill in building business cases, value models, and transformation roadmaps.
Experience with process improvement methodologies like Lean, Six Sigma, or equivalent.
Excellent executive communication and presentation capabilities.
Adeptness at managing diverse stakeholders across business and technology areas.
Experience directing projects and managing cross-functional teams.

Preferred Qualifications

Familiarity with AI-enabled customer service technologies including Generative AI, Agent Assist, Virtual Agents, Conversational AI, and Agentic AI tools.
Experience working with CRM and service platforms such as Microsoft Dynamics, ServiceNow, Salesforce, Zendesk, Jira, or similar systems.
Background in customer experience (CX) transformation efforts.
Consulting experience within large-scale enterprise environments.

Compensation and Benefits

The salary range for this role in the United States is approximately $70,730 to $195,505 annually. Capgemini provides a comprehensive benefits package including paid time off depending on grade (12-25 vacation days), company holidays, personal and sick leave, medical, dental, and vision coverage, retirement savings plans (e.g., 401(k)), life and disability insurance, and employee assistance programs. Additional compensation such as bonuses or commissions may apply based on position and legal provisions.

Equal Opportunity and Legal Notices

Capgemini is an equal opportunity employer that values diversity and inclusion. It participates in programs promoting indigenous community engagement and ensures fair employment practices. Reasonable accommodations are provided as needed during recruitment and employment. Compensation is subject to change and determined by various factors including performance, experience, location, and internal equity, aligned with applicable laws.

Transformation Manager

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