Director, Customer Service, CRM

Meet Our Team:

Pega Customer Service is the premier customer service application that predicts and manages today's customer journey on a global scale. Part of Pega's CRM Suite, this product can help our customers in anticipating what's right for their end-customers, connect end-customers to the right people and systems, manage complexity and evolve. This team churns out multiple product releases in a year while ensuring we maintain the highest level of product quality factoring in performance, scalability, high availability, implementation experience, security and accessibility.

This is a team of 10 enthusiastic scrum teams comprising of technical managers, developers, test engineers, business process developers, architects and product managers.

Picture Yourself at Pega:

  • Pega is a CRM cloud company and Pega Customer Service is one of the best-selling products in this area. As per Gartner and Forrester reports, we have been consistently rated as a leader in our product offering and strategy.
  • As a key leader of one of the most important products, you will provide leadership, vision, guidance, and technical oversight.
  • This is your chance to work on cutting-edge technology, solving urgent, pervasive problems for some of the world's most recognized and valued brands
  • You will have the opportunity to shape and develop various experienced Leaders, Managers, Product Managers, Quality Leads and Architects
  • This is the opportunity to truly impact the future of Pega as we transition to an As a Service organization.

What You'll Do at Pega:
  • In this role, you'll help us lead the definition, delivery and quality of next generation of Pega's Customer Service product
  • As a thought leader, you will provide creative leadership to the team and best represent India based teams to global stakeholders
  • Partner with the various functions including Platform Engineering, Cloud Engineering, Global Customer Support, Industry Applications to share and drive client feedback and product improvements
  • Drive excellence in product architecture, design, development, Product management, innovation, performance and scalability
  • Build scalable processes for efficiency, improve transparency, and effective allocation of time and resources.
  • Lead strong group of existing leaders who are extremely focused and passionate about their work.
  • Build world class teams and groom the next generation of leaders to take on bigger challenges.
  • Ability to listen, communicate and motivateteams
  • Communicate with executive-level stakeholders, identify dependencies and manage escalations

Who You Are:
  • You are an experienced leader and industry expert, bringing in-depth knowledge of CRM - Service
  • Should have around 17+ years of Industry experience with at least 4-5 years of experience in Developing/ Heading CRM - Service Applications
  • You have a strong drive to succeed, demonstrate integrity, and top-tier thought leader
  • You are a very collaborative and driven person with the ability to make things happen. At the same time, you are a deeply technical person, willing to get your hands dirty in the code if the need arises
  • A self-driven, thought leader, technically focused, with excellent record of accomplishment of implementing transformation programs
  • Excellent written and oral communication skills
  • Empathetic and passionate about your products and customers/end-users
  • An effective communicator who is organized, articulate, confident, and polished in front of customers and decision makers
  • B.E / B.Tech from a reputed Institution preferred

What You've Accomplished:
  • You could successfully create transformational impact on business by your leadership,thought process and innovation
  • You have built world class applications on the cloud factoring in re-usability of code, scalability, responsiveness
  • Built world class teams driving key strategic programs and deliver successful outcomes
  • Built multiple business relations with internal and external customers
  • A track record of using relevant metrics and process improvements to drive process and organizational improvement

Pega Offers You:
  • Gartner, Forrester Analyst acclaimed technology leadership across our categories of products
  • Continuous learning and development opportunities
  • An innovative, inclusive, agile, flexible, and fun work environment
  • Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.


Job ID: 7781


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