GVP, Trust & Safety and AI Data Services Practice Leader

Job Title:
GVP, Trust & Safety and AI Data Services Practice Leader

Job Description
Concentrix is a leading global provider of customer experience (CX) solutions and technology. We create game-changing customer journeys for some of the world?s best brands, and the ones that are changing the world as we know it. Every day, we Design, Build and Run CX that helps brands grow across the world and into the future.

Whether it?s a specific solution or the whole end-to-end journey ? we?ve got it covered. We?re the strategic thinkers who design brand-defining experiences. The tech geeks who build smarter solutions. And the operational experts who run it all and make it work seamlessly.

Across 70 countries and six continents, we provide services across key industry verticals including technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.

The Trust & Safety and AI Data Services Practice Leader will report directly to the SVP Practices.

Practices play a key role in Concentrix?s diversification and growth strategy. They currently account for $1.5B, e.g., 15% of total revenues, with a higher level of profitability. The role of Practices at Concentrix is to foster new revenue streams to grow faster than CX Operations by addressing high-growth market segments with a dedicated offering, operations model, and technology.

With other practices, including B2B Sales, Financial Crime & Compliance, Collections, and Clinical Services, we are seeking a leader for the Trust & Safety and AI Data Services practice to drive growth in this rapidly expanding market, enhancing our positioning and go-to-market strategy.

The Trust & Safety and AI Data Services practice is already a ~$400M business with 23k FTEs across multiple regions (US, LATAM, EMEA, and APAC). This practice has successfully developed business with key buyers in both Content Moderation and Data Annotation/Labelling.

What is the mission of the Trust & Safety and AI Data Services Practice?
? Set the vision and ambition: Be accountable for the growth of the Trust & Safety and AI Data Services practice. The Practice Leader will own the virtual P&L, defining and executing growth plans, and identifying new business opportunities, including potential M&A.
? Stay informed on market trends, competitors? movements, and the regulatory environment to shape our strategy.
? Develop the practice?s budget and priorities, including opex, capex, technology investments, and marketing strategies

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? Design and develop the value proposition: Build and constantly enhance the Trust & Safety and AI Data Services offerings to drive market leadership.
? Create and maintain a technology and innovation roadmap, incorporating GenAI and data labelling advancements.
? Design a hybrid operating model mixing sites and crowdsourcing strategy to support global clients? needs and scale our offerings across region
? Go-to-market strategy and execution: Define and support the GTM strategy and align with regional sales and account management teams.
? Set targets by priority vertical and geography, ensuring alignment with sales teams.
? Oversee marketing strategies, from demand generation to event participation and content creation.
? Increase internal awareness of the practice?s capabilities, driving engagement and cross-functional collaboration.
? Support sales and tender processes, leading solution design and positioning.
? Flawless execution and operational excellence: Ensure effective service delivery from tech to operations in partnership with customer success teams.
? Develop an operations excellence playbook, incorporating best practices in talent management and performance measurement.
? Lead assessments and site improvements to optimize delivery and operational effectiveness.

Qualifications: ? Leadership experience: 10 years of leadership experience in Trust & Safety, AI Data Services, or related fields. Proven success in managing large, geographically dispersed teams. ? AI/Data Annotation expertise: Deep knowledge of AI data services, including data annotation, labelling, and generative AI. Experience in crowdsourcing and managing large-scale data-driven projects. ? Strategic and operational capabilities: Ability to set the vision and strategy while ensuring flawless execution across multiple functions. ? Business development and sales: Demonstrated success in driving growth, developing partnerships, and executing GTM strategies in a competitive market. ? Communication and influence: Strong communication and leadership skills, with the ability to engage with internal stakeholders, clients, and partners effectively. ? Analytical and financial acumen: Strong financial management skills, with experience managing budgets, P&L, and performance metrics.

The base salary range for this position is $240,000-$360,000 USD, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days. The deadline to apply for this position is 1/31/2025.

Location:
USA, OH, Work-at-Home

Language Requirements:

Time Type:
Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

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