Chief Operating Officer - Global Delivery & Transformation - Technology Services

Chief Operating Officer - Global Delivery & Transformation

Company Overview:

A global enterprise, headquartered in Mumbai, at the forefront of managed services, enterprise e-commerce, indirect procurement, sustainability solutions, and AI & automation, with operational footprints in India and the USA.

Location: Mumbai, India

Reports To: Founder Chairman

Scope: India and USA Operations

Company Size: ~1800 employees

Industry: Technology Services (Digital, Procurement Tech, BPO, ITES)

Role Overview

We're looking for a hands-on and forward-thinking Chief Operating Officer to lead and grow operations across India and the US, with direct accountability for US market delivery excellence, client relationships, and growth.. The COO will work closely with the Founder Chairman to strengthen operations, drive digital change, and support long-term, sustainable growth across both regions.

Key responsibilities

1. Operational Strategy & Execution

- Align business operations with company strategy across service verticals.

- Standardise and streamline delivery processes to improve turnaround times and quality benchmarks.

- Drive tech-enabled scalability across functions.

2. Delivery Excellence & Client Success

- Ensure world-class delivery and client satisfaction across India and US markets.

- Set up robust review systems for project execution, SLAs, and client communication.

3. Talent & Culture Leadership

- Manage and mentor cross-functional teams across geographies.

- Build a high-performance culture anchored in accountability and innovation.

4. Financial Management

- Own P&L for both regions; optimise cost structures and enhance profitability.

- Establish operational KPIs and closely monitor budgets and forecasts.

5. Technology & Digital Adoption

- Lead automation and digital transformation initiatives across operations.

- Leverage data analytics for decision-making and performance improvements.

6. Governance & Risk Management

- Set up strong compliance, audit, and control mechanisms for operational risk.

Experience

- 18-25 years of progressive leadership experience in delivery operations, client success, and business transformation.

- Proven success in leading and growing operations for the US market (experience in GCC markets is a plus).

- Track record of leading growth in a BPO + technology-enabled business model targeting US and/or GCC markets.

- Background in procurement tech, ITES, or digital solutions with AI/automation focus preferred.

- Strong credentials from mid-to-large-sized services organisations (e.g., WNS, Firstsource, Infosys BPM, Genpact, Tech Mahindra, Zensar, Persistent, Hexaware, LTI, UST Global).