Digital Foundry Operate & Innovation BPO/BPaaS Manager a

Deloitte • Cleveland, OH • 3h ago

Digital Foundry Operate & Innovation BPO/BPaaS Senior Manager

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on 06/30/2026.

Work you'll do

As a BPO/BPaaS Senior Manager on the Digital Foundry, Operate, & Innovation team, you will be responsible for...

Lead technology-enabled transformation programs focused on business process outsourcing, business process as a service, and managed services solutions

Define operating models, delivery roadmaps, and implementation plans that align business objectives, technology capabilities, and service delivery requirements

Advise client and internal stakeholders on modernization opportunities across customer operations, digital platforms, automation, analytics, and innovation assets

Oversee cross-functional teams responsible for solution design, implementation, transition, and ongoing service delivery

Drive program governance, financial management, risk management, and executive reporting across large-scale transformation initiatives

A successful candidate would possess these skills:

Ability to work independently and collaborate as part of a team

Effective written and verbal communication skills

Meticulous attention to detail and quality of work product

Ability to build and sustain professional relationships

Ability to lead projects or workstreams

Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment

Strong interpersonal skills and professional demeanor

Ability to meet deadlines

Ability to mentor and provide clear guidance to others

The team

Our Digital Foundry, Operate, & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges. We design and deliver services to run digital businesses, manages innovation and assets, and commercializes IP to drive growth across all Customer offerings.

Qualifications

Required:

Bachelor's degree or equivalent experience

10+ years of experience leading technology transformation, business process outsourcing (BPO), or business process as a service (BPaaS) programs

8+ years of experience in operating model design, managed services, or service delivery transformation

5+ years of experience leading program teams, workstreams, or direct reports

Experience developing transformation roadmaps, governance structures, and executive-level program reporting

Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.

Limited immigration sponsorship may be available.

Preferred:

Master's degree

Experience supporting customer, sales, service, marketing, or commerce transformation programs

Experience with generative artificial intelligence, automation, analytics, or digital product initiatives

Experience with managed services, asset commercialization, or innovation-led operating models

Experience working with enterprise platforms, cloud technologies, or contact center technologies

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $193,000 to $272,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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