Tata Communications
Website:
tatacommunications.com
Job details:
About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
JOB DESCRIPTION – Chief Of Staff, Customer Interaction Suite (CIS)
Date: 28 Feb 2026
Organization: Tata Communications
About Tata Communications
Tata Communications is a global digital ecosystem enabler, present in over 200 countries and territories, serving more than 7,000 customers worldwide including 300+ Fortune 500 companies. The company connects 4 out of 5 mobile subscribers globally and operates one of the world’s most advanced wholly owned subsea fiber networks carrying around 30% of the world’s internet routes. Its capabilities span cloud, security, IoT, mobility, media, and next‑generation connectivity services.
Role Summary
Serve as the strategic operator and trusted counsel to the Function Head – Customer Interaction Suite (CIS). Orchestrate the cross‑functional operating rhythm and translate strategy into measurable execution across CIS’s core pillars: CPaaS, CCaaS, and Platform — with AI at the heart of everything we build and scale.
Reporting
Reports to: Function Head – Customer Interaction Suite
Strategic Context (external signals to inform the role)
- CPaaS demand is shifting toward rich, secure, and conversational experiences; CCaaS leaders are embedding agentic AI; platform thinking (data, orchestration, governance) underpins sustainable differentiation.
- Regulatory compliance (opt‑in, routing, data protection) and fraud mitigation materially impact deliverability and margins.
- New channels like Network APIs (e.g., verification, QoD) are leveraged as an additional channel to elevate trust, personalization, and performance across CIS offers. Key Outcomes (12–24 months)
- Strategy to execution: OKR cadence that delivers quarterly progress on CIS growth priorities; measurable improvements in gross margin mix and cash conversion.
- Market‑in operating model: leadership receives timely, decision‑ready intelligence that informs portfolio bets across CPaaS, CCaaS, and Platform.
- Operating excellence: predictable delivery against milestones; board‑grade narratives, dashboards, and actioned risks. Core Responsibilities
- External Intelligence & Insighting
- Continuously scan the market across CPaaS, CCaaS, Platform (AI‑first), and relevant channels to identify trends, opportunities, and risks.
- Synthesize competitive, regulatory, pricing, and ecosystem signals into concise decision briefs with clear “so‑what” and recommended actions.
- Partner with Product, GTM, Finance, and Legal to translate insights into portfolio moves (accelerate, pivot, pause) and quarterly plans.
- Prepare leadership updates and board‑grade summaries; maintain an evidence repository and source transparency.
- Strategy, Planning & Execution Governance
- Translate CIS strategy into quarterly OKRs and program charters across CPaaS, CCaaS, and Platform; chair weekly execution forums; enforce accountability.
- Land cross‑functional initiatives (e.g., rich‑channel scale‑up, agentic AI enablement, platform data/insight workflows); remove roadblocks and align dependencies.
- Define and track KPIs/benefits; manage risks, decisions, and change across functions and regions.
- Board & Leadership Deliverables
- Quarterly CIS Strategy & Outcomes deck: external pulse, portfolio status, financial impact, and next‑quarter bets.
- Steward MoMs, action trackers, and risk registers; always uphold confidentiality and precision.
- Financial & Performance Stewardship
- Partner with Finance to model revenue/margin/cash under multiple channel and pricing scenarios; track ROCE and deleveraging steps.
- Define SLAs (quality, deliverability, compliance) and program KPIs (scope, schedule, benefits) to enable objective reviews.
- Operating Rhythm & Communication
- Own the leadership calendar (QBRs/MBRs/operating reviews); ensure agenda discipline and decision closure.
- Draft high‑impact communications (reports, emails, decks) with structured clarity and executive tone; maintain stakeholder trust. Candidate Profile
Essential Attributes
- Structured strategic thinker with exceptional problem solving; bias for action and ownership.
- Ability to turn ambiguous goals into execution plans across functions and geographies.
- Financial acumen (valuation basics, ROCE drivers, margin levers) and metrical rigor.
- Operational excellence under pressure; impeccable integrity and confidentiality.
- Fluency with AI concepts in CPaaS/CCaaS/Platform contexts; understanding of Network APIs as a channel/capability rather than a core pillar. Desirable Attributes
- Board‑caliber storytelling; ability to simplify complexity for senior stakeholders.
- Track record in data‑driven change, metrics creation, and insight‑to‑action cycles.
- Change leadership across conflicting priorities, deft conflict resolution. Technical & Tools Proficiency
- Microsoft Word: advanced document structuring, track changes, style guides, templates, cross‑referencing; creation of board‑ready briefs.
- Microsoft PowerPoint: executive storytelling, data‑driven visuals, master templates, animations used sparingly for clarity; version control for steering packs.
- Microsoft Excel: data modeling, pivot tables, lookups/index‑match, scenario analysis, charts, and basic financial modeling (unit economics, sensitivity tables).
- Collaboration & Productivity: Microsoft Teams, SharePoint/OneDrive governance, Planner/Project or equivalent for RAID/action tracking.
- Analytics & Visualization (plus): Power BI or equivalent for dashboards; ability to specify metrics and work with analysts/engineering for data pipelines.
- Documentation & Compliance: clear records management, audit‑ready logs for decisions/consents, and source traceability for external intel. Qualifications & Experience
- B.Tech and MBA preferred.
- 5–8 years post‑MBA with demonstrable experience in strategy/ops/PMO or product/GM roles in adjacent domains (CPaaS/CCaaS/telco/cloud). Place of Posting
Chennai / Bangalore / Mumbai
Future Career Path
- Head/Director of Product Management, Group Product Manager, Principal PM.
- Strategy & Operations leader or BU Chief of Staff with P&L scope.
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