Job Description
(1) Program & Transformation Management
Lead the planning and execution of large-scale COE transformation initiatives across multiple regions and functions.
Drive end-to-end program management, including: initiative planning, cross-functional alignment, milestone tracking, risk management, launch readiness, post-launch hypercare stabilization
Ensure successful delivery of initiatives such as: footprint management across COE and BPO teams, operational harmonization across regions, large-scale process transitions and team migrations.
Drive accountability across stakeholders to ensure timelines, deliverables, and operational outcomes are met.
(2) Operational Design & Process Standardization
Support the design and implementation of scalable operational frameworks and standardized processes across the COE.
Work with operational leaders to: identify inefficiencies or operational gaps, define improved operating models, implement governance structures.
Ensure new processes are operationally viable, scalable, and aligned with regional operational needs.
(3) Stakeholder & Cross-Functional Management
Act as a key coordination point across multiple operational functions, including Operations, Workforce Management, Product, OPEX, Training, and BPO partners.
Facilitate alignment across stakeholders to: resolve operational blockers, drive decision making, ensure consistent execution across teams and regions.
Communicate program updates, risks, and outcomes clearly to leadership and key stakeholders.
(4) Performance Monitoring & Operational Insights
Track and analyze operational performance during and after transformation initiatives.
Use insights to identify improvement opportunities and support data-driven decision making.
(5) Change Management & Launch Readiness
Support the successful rollout of new operational models by ensuring strong change management and launch readiness.
Coordinate with relevant teams on: communications planning, operational readiness, training alignment, stakeholder enablement.
Ensure teams are well prepared to adopt new processes and operating models.
Ensure transparency and alignment across large-scale transformation initiatives.