Digital Foundry Operate & Innovation BPO/BPaaS Manager a (Richmond)

Position Summary






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 08/30/2026.
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 solutionsDefine operating models, delivery roadmaps, and implementation plans that align business objectives, technology capabilities, and service delivery requirementsAdvise client and internal stakeholders on modernization opportunities across customer operations, digital platforms, automation, analytics, and innovation assetsOversee cross-functional teams responsible for solution design, implementation, transition, and ongoing service deliveryDrive 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 teamEffective written and verbal communication skillsMeticulous attention to detail and quality of work productAbility to build and sustain professional relationshipsAbility to lead projects or workstreamsAbility to manage and prioritize multiple tasks in a fast-paced and dynamic environmentStrong interpersonal skills and professional demeanorAbility to meet deadlinesAbility 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 experience10+ years of experience leading technology transformation, business process outsourcing (BPO), or business process as a service (BPaaS) programs8+ years of experience in operating model design, managed services, or service delivery transformation5+ years of experience leading program teams, workstreams, or direct reportsExperience developing transformation roadmaps, governance structures, and executive-level program reportingAbility 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 degreeExperience supporting customer, sales, service, marketing, or commerce transformation programsExperience with generative artificial intelligence, automation, analytics, or digital product initiativesExperience with managed services, asset commercialization, or innovation-led operating modelsExperience 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.






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Requisition code: 354250


Job ID


354250
Package and Technology Enablement
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