# FBS Functional Operations Manager **Company**: Capgemini **Location**: Pune, Maharashtra **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Consulting **Wikidata**: https://www.wikidata.org/wiki/Q1034621 **Apply**: https://jobs.workable.com/view/wewvUzCGbhKW8iLjEf3k3X/hybrid-fbs-functional-operations-manager-in-pune-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_73067f16-240 ## Description The CAS (Customer Agent Solutions) Digital Service Operations team manages the E2E digital service operations for all digital channels. The team collaborates with multiple cross-functional teams and bridges the gap between strategic goals and daily execution by day-to-day management of performance monitoring, defect management, optimization testing, infra and capabilities functions to ensure operations delivers on its daily/weekly/monthly handling objectives. Works as liaison between product and technology operations to reach the forecasted KPI targets for digital service customer experiences. As a Digital Product Operations Manager, you will: - Oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements. - Define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels. - Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback. - Manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution. - Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc. - Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements. - Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution. - Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning. - Evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline agent workflows and improve customer self-service. - Promote responsible AI through governance, transparency, bias monitoring, explainability, and data privacy practices. - Lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations. - Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding. Key Responsibilities: - Identify and scope opportunities to utilize AI, machine learning, and automation to optimize digital experience operations and agent support processes. - Collaborate with product owners to build AI-informed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting. - Manage AI-enabled dashboards and monitoring systems that surface real-time anomalies, experience dips, and emerging performance trends. - Partner with CX, analytics, and engineering teams to run A/B tests leveraging AI-generated variants, measuring uplift and customer impact. - Translate customer and agent insights using AI-powered analytics (e.g., text/sentiment analysis, pattern detection) into actionable recommendations for journey improvements. - Apply GenAI capabilities to improve team operations, e.g., automated insights summaries, triaging, root cause analysis drafting, and workflow documentation. **Experience & Education Requirements:** - Overall experience > 6-8 years, 4+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change. 4+ years of combined experience required in analytics, performance reporting, and/or process improvement. - Advanced project and process management experience. Agile preferred. - Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field. - Master’s degree preferred in Management, Analytics, Artificial Intelligence. - Experience working with AI/ML-driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics). - Background or coursework in AI, machine learning, data science, or human-centered AI preferred. - Demonstrated ability to translate technical AI concepts into business language for non-technical stakeholders. - Availability to work in PST time zone. **Other Critical Skills** - Familiarity with GenAI tools, conversational AI platforms, and AI-assisted productivity solutions. - Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring. - Strong understanding of AI ethics, governance, and responsible AI frameworks. - Comfortable working in environments where AI-driven decision automation informs prioritization and operational strategies. - Possesses strong technical aptitude. Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel. Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint. - Strong verbal communication and listening skills. Strong business acumen, with effective written and verbal communication skills. - Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders. Ability to manage multiple projects with tight deadlines effectively with cross-functional teams. **Software / Tool Skills** - Experience with AI/ML or data intelligence platforms (e.g., Azure ML, AWS SageMaker, Google Vertex AI,basic exposure acceptable). - Hands-on familiarity with GenAI copilots, prompt engineering concepts, or LLM-based experience analysis tools. - Experience interpreting insights from NLP, AI-powered text analytics, or conversational AI systems. - Hands-on experience with user Feedback/Data analysis tools – Qualtrics, Fullstory, Mixpanel etc. - Good proficiency or practical experience of A/B Testing tools. - Agile tools such as Jira, Rally etc. - Understanding of Contact center and CMS tools. - Excel - Intermediate/Advanced. Proficiency in Microsoft 365 - Power BI (Highly Preferred) **Benefits** - Competitive compensation and benefits package: - Competitive salary and performance-based bonuses - Comprehensive benefits package - Career development and training opportunities - Flexible work arrangements (remote and/or office-based) - Dynamic and inclusive work culture within a globally renowned group - Private Health Insurance - Pension Plan - Paid Time Off - Training & Development ## Skills ### Required - AI/ML-driven platforms - analytics tools - customer behavioral modeling - NLP pipelines - predictive analytics - GenAI tools - conversational AI platforms - AI-assisted productivity solutions - anomaly detection - clustering - predictive scoring - AI ethics - governance - responsible AI frameworks - Tableau - Microsoft Excel - Microsoft Office - Qualtrics - Mixpanel - Fullstory - A/B Testing tools - Agile tools - Contact center and CMS tools - Excel - Microsoft 365 - Power BI ### Nice to have - Master’s degree in Management - Analytics - Artificial Intelligence - Background or coursework in AI - machine learning - data science - human-centered AI --- Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/wewvUzCGbhKW8iLjEf3k3X/hybrid-fbs-functional-operations-manager-in-pune-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)