Lead - Marketing Operations & Effectiveness 3

Genpact · Pristina

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Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description -

Lead, Marketing Agentic Operations

Role Summary

Genpact is building a new Marketing Agentic Operations capability to design, deploy, govern, and continuously improve AI-powered agents and workflows that enhance how Marketing plans, executes, and optimizes work. This role sits at the intersection of marketing strategy, marketing operations, AI solution design, enterprise governance, and execution.

This is not a purely strategic or advisory role. The successful candidate will remain close to the build while also owning the operating model, roadmap, prioritization approach, governance standards, and stakeholder alignment required to scale Marketing’s agentic capability safely and effectively.

In the early phase of the team, this role is expected to be approximately 70% hands-on builder and 30% lead, evolving over time as the capability and team mature.

Purpose of the Role

• Build and operationalize agentic AI workflows that help Marketing teams move faster, improve consistency, strengthen governance, and scale execution across campaign planning, content operations, audience segmentation, ABM, lead lifecycle support, reporting, and sales handoff.
• Own the roadmap for Marketing agentic solutions in partnership with the Marketing leadership team, balancing business value, technical feasibility, governance, risk, and long-term maintainability.
• Create the standards, documentation, controls, and operating rhythm that turn AI experimentation into a repeatable Marketing capability.
• Partner across Marketing, Sales, MarTech, IT, Data, Privacy, Legal, Compliance, and Change teams to ensure solutions are practical, integrated, auditable, and aligned to enterprise standards.

Key Responsibilities

• Own the end-to-end lifecycle for marketing agentic solutions, including intake, discovery, process mapping, prioritization, solution design, prototyping, build, testing, rollout, adoption, monitoring, and iteration.
• Lead the portfolio of Marketing AI use cases and determine what gets built (in partnership with Marketing leadership), when, and why based on business impact, risk, feasibility, stakeholder readiness, and reuse potential.
• Remain hands-on in designing and configuring agents and workflows across approved enterprise AI platforms such as Microsoft Copilot, Claude, Gemini, and other approved ecosystems as needed.
• Translate ambiguous business needs into clear requirements, workflow logic, prompts, guardrails, integration requirements, acceptance criteria, and delivery plans.
• Establish governance standards for agent design and release, including human review checkpoints, approval routing, data access controls, output validation, auditability, and responsible AI requirements.
• Build reusable patterns, templates, playbooks, and documentation so agentic solutions can be maintained, scaled, and repeated across Marketing.
• Define and track success metrics for the function, including adoption, time saved, cycle-time reduction, quality improvement, user satisfaction, and impact on marketing workflow effectiveness.
• Work closely with MarTech, CRM, Salesforce, Data, and IT teams to align solutions to enterprise architecture, integrations, data sources, support models, and security expectations.
• Ensure agent design goes beyond the happy path by building for edge cases, exception handling, fallback logic, and feedback loops that improve performance over time.
• Present a clear point of view to leadership on AI strategy, use-case prioritization, platform trade-offs, risks, and how Marketing should scale agentic capability over time.

In-Life Agent Management and Program Ownership

• Own the ongoing performance and lifecycle management of deployed agents, ensuring they continue to operate reliably, accurately, and in line with business needs after launch.
• Establish and run the “Build, Run, and Manage” operating model for live agentic solutions, including monitoring, maintenance, controlled enhancement, and retirement where needed.
• Define service expectations for live agents, including quality thresholds, response expectations, escalation paths, issue ownership, and resolution discipline.
• Ensure deployed agents are not only technically functional but are delivering the intended marketing outcomes and that the programs they support continue to meet the needs of the function.
• Implement feedback loops with Marketing stakeholders to assess whether agent-driven workflows remain fit for purpose and adjust designs, prompts, controls, or logic accordingly.
• Oversee continuous improvement cycles, including refinement of prompts, workflows, knowledge inputs, decision logic, and exception handling based on real-world usage.
• Maintain visibility of the full agent portfolio in production, including performance, adoption, health, incidents, and business impact, and report this clearly to leadership.
• Ensure higher-risk workflows retain appropriate human-in-the-loop controls and that failures, hallucinations, inaccurate outputs, or unintended actions are identified and managed quickly.

Candidate Profile

The ideal candidate is a practical builder-leader with a strong product mindset. This person should be comfortable in executive conversations while also staying close enough to the work to prototype, test, refine, and ship real agentic solutions. They should be able to start from a blank page, shape use cases with Marketing leaders, convert them into governed solutions, and build the capability model for how this work scales.

Must-Have Experience and Capabilities

• Experience across marketing operations, revenue operations, marketing technology, product operations, AI solution delivery, technical solution design, or adjacent digital transformation roles.
• Demonstrated experience leading a technical workstream, building a new function, or managing a small team or capability while remaining hands-on.
• Hands-on experience creating AI assistants, copilots, agents, or workflow automations for business users.
• Strong ability to convert business problems into structured workflows, specifications, prompts, controls, and implementation plans.
• Good practical understanding of prompt design, AI workflow orchestration, output validation, human-in-the-loop controls, and iterative testing.
• Strong understanding of B2B marketing operations, including campaign planning, content workflows, ABM, lead lifecycle, funnel stages, and sales handoff.
• Experience designing governance, documentation, quality controls, and repeatable operating standards for technical or AI-enabled outputs.
• Strong prioritization and stakeholder management skills across Marketing, Sales, IT, Data, Legal, Compliance, and executive stakeholders.
• Zero-to-one mindset and comfort working in ambiguity, building quickly, learning fast, and establishing structure where none yet exists.

Preferred / Nice-to-Have

• Experience with agent frameworks or orchestration tools such as LangGraph, LangChain, Semantic Kernel, CrewAI, AutoGen, or similar.
• Working knowledge of Python, JavaScript or TypeScript, APIs, webhooks, integration patterns, or low-code automation tools.
• Experience integrating marketing platforms with CRM systems such as Salesforce, Pardot / Account Engagement, Marketo, HubSpot, Adobe, or equivalent.
• Familiarity with cloud AI ecosystems and practical trade-offs across different platforms and providers.
• Experience presenting ROI models, use-case business cases, or build-vs-buy recommendations to senior leadership.
• Familiarity with responsible AI principles, enterprise risk management, and European privacy expectations.

Leadership Expectations

• Build the capability, not just the individual use cases, by defining what good looks like and how the team scales over time.
• Stay close to solution quality while creating repeatable standards for design, testing, governance, documentation, and release.
• Act as the bridge between Marketing leaders and technical partners, translating ambition into governed delivery.
• Coach users and future team members on responsible AI adoption, feedback loops, prompting, and scalable ways of working.

Success Measures

• High-priority marketing AI use cases are delivered through documented, reusable, and controlled agentic patterns.
• Marketing users adopt approved agents with measurable productivity, quality, cycle-time, or workflow improvements.
• Deployed agents remain stable, accurate, adopted, and relevant over time, with measurable contribution to marketing program performance and functional effectiveness.
• Risks are managed through review checkpoints, governance standards, support ownership, and clear accountability for outputs and actions.
• The function moves from ad hoc experimentation to a structured, repeatable, and scalable Marketing Agentic Operations capability.

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Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• 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.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

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