SVP, Transformation

Job Title:

SVP, Transformation

Job Description

Join Concentrix, the global Fortune 500 technology and services leader that powers the world’s best brands, today and into the future.

A new breed of technology & services company — Solution-focused. Tech-powered. Intelligence-fueled. We Design, Build, and Run enterprise-wide technology and solutions that touch hearts and move markets. And as we do this, one thing always remains true — our promise.

Concentrix is trusted by 2,000+ clients across all major sectors including iconic Fortune Global 500 brands where we seamlessly design, build and run integrated solutions, at scale, across the entire enterprise.

Our success comes from building a business based on a strong foundation of culture and values. Our unwavering passion for people, integrity, and a deep commitment to creating connections between businesses and their customers are the primary reasons for our success.

Since 2020, our organic growth and largescale strategic acquisitions including PK and ServiceSource, as well as unprecedented mergers like the combination with Webhelp in 2023, have propelled Concentrix to create a new breed of technology & services company!

And we are only getting started!

We are seeking a strategic, forward-thinking Transformation Leader to drive the evolution of our support functions to a technology-enabled, AI-driven shared service organization. This role will shape and execute our enterprise transformation agenda, strengthen shared services, and embed digital, automation, and AI capabilities across the company.

The ideal candidate brings a proven track record of leading large-scale business transformation, modernizing operations, and delivering measurable impact through technology, process redesign, and cultural change.

Concentrix is in the early stages of an enterprise-wide AI transformation. We have launched a Claude pilot (5 users, expanding to 50+), rolled out Microsoft Copilot licenses to VPs, and are building the governance infrastructure, evangelist networks, and usage dashboards to scale AI across the organization.

The AI Transformation Leader will own the momentum and culture of this program — translating AI capability into business impact, building internal champions, navigating organizational friction, and keeping us ahead of what the market is doing. This is not a pure IT or security role. It requires vision, presence, and a genuine obsession with how AI is changing the way people work.

Concentrix is a global CXM and BPS provider. Industry analysts (Everest Group) are clear that the traditional labor-arbitrage model is under structural compression — and that companies which fail to infuse AI into their operating model will lose competitive advantage by 2027–2028. This leader needs to understand that context viscerally.

What We're Looking For:

Non-Negotiable Traits

• Genuine, demonstrable curiosity about AI — uses tools personally, experiments regularly, and has opinions based on hands-on experience
• Presence and communication skills to move senior stakeholders and create genuine enthusiasm in skeptics
• Track record of operating in ambiguous, fast-moving environments without waiting for full permission
• Ability to navigate organizational politics diplomatically — building coalitions, not burning bridges
• Understanding of AI governance and risk, not just AI capability — knows how to move fast responsibly

Strong Differentiators

• Background in CXM, BPS, or contact center transformation — understands the industry context
• Experience building internal AI evangelism programs, not just rollout plans
• Has worked with both technical teams (IT, security, data) and business units to drive adoption
• Understands the shift from FTE-based to outcome-based commercial models
• Has personally built things with AI — not just managed AI vendors

Key Responsibilities

Shared Services Transformation and Leadership

• Define a shared services strategy and roadmap to transform the support organizations across People Solutions, Finance, IT, and other central functions, ensuring scalable, efficient, and digitally enabled processes.
• Lead the end-to-end transformation to embed AI, modernize processes, enhance customer and employee experiences, and improve operational efficiency.
• Implement standardized, data-driven service management practices to drive continuous improvement, service quality, and cross-functional collaboration.

Technology, Digital & AI Adoption

• Lead the integration of modern technologies—including automation, workflow platforms, analytics, and AI—into business operations.
• Develop and execute the AI strategy, ensuring responsible, ethical, and value-driven adoption.
• Partner with Product, Engineering, and Data teams to scale digital solutions that enhance outcomes for customers and internal teams.

Change Leadership & Culture

• Inspire and mobilize teams through clear communication, engagement, and alignment to transformation goals.
• Build a culture of innovation, agility, and accountability across the organization.
• Champion upskilling programs to strengthen digital and AI literacy across teams.

Qualifications

• 10+ years of experience in transformation leadership, operations strategy, or enterprise change roles.
• Proven experience leading the transition from a traditional service delivery organization to tech-enabled or digital-first models.
• Strong background leading shared services or centralized global operations.
• Demonstrated expertise in AI-enabled transformation, automation, advanced analytics, or digital process optimization.
• Track record of delivering large-scale, multi-year change programs with measurable outcomes.
• Exceptional stakeholder management, communication, and leadership skills.
• Ability to work in fast-moving, complex, global environments.

What Success Looks Like

• A clear, accelerated transformation to tech-enabled operations.
• Modernized, efficient shared services powered by digital tools and data insights.
• Scaled AI and automation initiatives that drive productivity, quality, and user experience.
• Strong alignment, engagement, and adoption across teams and leadership.

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Location:

USA, WA, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical and Mental Requirements:
 
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

 

Equal Employment Opportunity:

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

 

For more information regarding your EEO rights as an applicant, please visit the following websites:

·    English  

·   Spanish

Accommodation:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com.  All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

 

Artificial Intelligence:

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

 

Work Authorization:

 

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.  

 

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE