Key Responsibilities:
- Own and lead enterprise-wide operations transformation programs across Central Operations with clear accountability for cost reduction, productivity gains, and scalability
- Partner with executive leadership to shape transformation strategy, prioritization, and investment roadmaps aligned to business and EBITDA goals
- Translate strategic objectives into clear program charters, multi-workstream roadmaps, milestones, and benefits realization plans
- Lead cross-functional execution across Operations, CX, Product, Tech, Finance, Automation, and Field teams, ensuring disciplined delivery and outcomes
- Identify, size, and execute cost take-out, efficiency, and automation opportunities across central and frontline operations
- Establish and run robust program governance, including executive reviews, dependency management, risk mitigation, and escalation mechanisms
- Define, track, and report value-based KPIs such as cost-to-serve, productivity per FTE, cycle time reduction, automation coverage, error rates, and quality improvements
- Drive SOP redesign, process standardization, and operating model changes to enable sustainable, scalable growth
- Lead change management and adoption at scale, ensuring new tools, processes, and ways of working are embedded into day-to-day operations
Key Competencies :
- Strong understanding of operations-heavy, multi-stakeholder environments, including frontline and central teams
- Ability to structure ambiguous problems and drive execution in fast-paced environments
- Strong analytical and problem-solving skills with a data-driven mindset
- Excellent stakeholder management with the ability to influence without authority
- Clear, structured communication and executive presentation skills
- High ownership, bias for action, and attention to detail
What We're Looking For :
- 4+ years of experience in program management, operations, consulting, or PMO roles
- Proven experience leading large, cross-functional programs with measurable business impact
- Hands-on experience working with operations, CX, supply chain, or shared services teams preferred
- Experience in high-growth startups or operations-heavy environments (logistics, fintech, healthcare, services, marketplaces) is a strong plus
- Outcome-driven, pragmatic leader with a builder mindset and comfort operating in ambiguity
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