L'Oreal - Program Manager - O+O Technology

Program Manager, O+O Technology (8-10 yrs)

Job Objective & Mission

- A strategic role at the heart of our Beauty Tech evolution. Your mission is to architect and execute high-impact programs that drive business value and operational excellence to create a seamless, future-ready consumer & customer experience across our Online + Offline channels.

- Lead Strategic O+O Programs: You will own the end-to-end lifecycle of critical transformation programs, from strategic planning and roadmap definition to execution and value realization/adoption, ensuring alignment with our global business ambitions.

- Drive Operational Excellence Initiatives: You will spearhead programs aimed at transforming our support ecosystem, re-engineering processes, and building scalable frameworks to deliver world-class operational performance and efficiency.

- Enhance System Stability and Resilience: You will lead initiatives to proactively identify underlying system instabilities by analysing performance trends, and then drive cross-functional projects to deploy permanent, high-impact solutions.

- Champion Strategic Partnerships: You will master stakeholder engagement by building strong, collaborative relationships with technical teams, business leaders, and external partners to ensure program success and drive a unified vision for O+O excellence.

Job Description

The role will demonstrate competencies across the following areas:

- Ensuring alignment of Technology strategy, vision, and portfolios with business objectives across business divisions

- Manage and oversee the O+O Technology portfolio, drive effective adoption while coordinating with zone/global teams or technology vendors

- Works closely with business teams, providing technology insights and capabilities to support business decisions

- Builds consensus among a diverse group of business process stakeholders. Facilitates a resolution to the challenges that arise from processes that span many functional areas of a company.

- Partners with internal colleagues to ensure they have the appropriate information and knowledge at hand to be successful; works with Enterprise Architects to ensure overall capability governance.

- Governing and mentoring support teams, re-engineering their workflows to significantly improve support health KPIs and drastically reduce ticket hops between support teams.

- Establishing robust incident management and problem management processes, ensuring 100% timely stakeholder communication during crises and driving a reduction in recurring incidents through in-depth Root Cause Analysis.

- Stays current with developments in new market trends and innovations in technology and the leadership of enterprise IT in areas of B2B, B2C, B2B2B and B2B2C.

- Manages the selection, acquisition and contractual agreements for Technology services or products and builds strategic partnerships with key vendors.

- Identifies and builds relevant Business and Technology KPI's to define success and implements operational procedures to achieve set targets.

Profile, Skills & Experience

We are seeking a visionary leader with a strong strategic mindset and a proven ability to drive large-scale transformation programs in a complex, fast-paced environment. You are a great match if you have:

- A solid background in leading strategic business and technology programs, particularly within the digital, commercial, retail, or e-commerce space. Experience and understanding of FMCG industry would be an added advantage.

- A holistic understanding of the technology landscape, including system design, integrations, and performance, which you will use to foresee challenges and drive effective solutions within complex programs

- Expertise in Stakeholder Management, with an exceptional ability to influence and align diverse teams and senior leaders toward a common goal.

- Strong business acumen and analytical skills to understand industry trends, interpret complex data, and translate insights into impactful strategic initiatives.

- A results-oriented leadership style with a passion for continuous improvement and a track record of enhancing operational performance through strategic programs.

- Operational Excellence: A mindset geared towards continuous improvement, with experience in enhancing efficiency and performance.

- Familiarity with technology delivery frameworks and tools such as ServiceNow or JIRA is beneficial.