Vice President Support Services

Ready to build the future with AI?

At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's
AI Gigafactory
, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to
agentic AI
, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation
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Inviting applications for the role of VP Support

Your duties and responsibilities include:

• Lead and scale the Support organization including implementation leads, configuration engineers, SMEs, QA for customer contexts and L3 product support.
• Operationalize the move from Phase 1 delivery by the Product Engineering Onboarding Pod into Phase 2 Customer Success delivery once maturity criteria are achieved.
• Standardize onboarding playbooks, go-live workflows, upgrade rehearsals and environment blueprints for predictable and repeatable delivery.
• Build world-class onboarding capability that enables large volumes of customers to go live in parallel with consistent quality and reduced dependency on R&D.
• Own documentation and enablement including runbooks, knowledge base, troubleshooting guides, labs and certification programs for onboarding and support teams.
• Define and track operational KPIs such as time to go live, onboarding throughput, escalation rate reduction and adoption readiness.
• Serve as the Voice of the Customer in roadmap discussions and influence product improvement priorities with field insights.
• Champion a customer-centric culture focused on early value realization, relationship trust and measurable satisfaction outcomes.
• Build Cloud Support roadmap

Must-have Qualifications

• Demonstrated ability to scale product-based onboarding and support across many enterprise customers with predictable outcomes.
• Build and execute a starategy for our customer support team product and cloud.
• Strong technical understanding of orchestration platforms, CI/CD, Azure cloud infrastructure and enterprise integration patterns.
• Proven track record developing and leading multidisciplinary service organizations including L3 support, implementation and customer enablement.
• Ability to influence and collaborate with executive stakeholders and communicate value and operational outcomes clearly.
• Experience establishing SLAs, operational metrics, runbooks and automation to improve quality and efficiency.
• Proven Cloud and Services expertise & exposure.
• Build and manage big teams.
• Experience in managing cloud contractors.

Advantages

• Background working with enterprise workflow orchestration platforms or similar technologies.
• Technical experience in software engineering or high severity product support.
• Prior success transforming custom services models into product-led scalable operations for global customers.
• Experience working with Fortune 500 clients and complex global delivery constructs.
• Strong Microsoft background.

Why join Genpact?

• Lead AI-first transformation
  – Build and scale AI solutions that redefine industries
• Make an impact
  – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career
  —Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best
  – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI
  – Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture
  – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.