About this role
Role Overview
We are looking for an experienced APGM – Operations Lead to lead large-scale Product Data Management, Product Information Management (PIM), catalog management, taxonomy, content enrichment and data transformation operations for global Retail and eCommerce clients.
The role will have end-to-end ownership of operational delivery, client management, quality, productivity, transformation, commercial performance and people leadership across multi-site and multi-geography teams. The ideal candidate should have strong experience in a BPO/KPO environment, with a good understanding of retail/eCommerce product data and digital commerce operations.
Key Responsibilities
Operations & Delivery Leadership
- Own end-to-end delivery of large-scale Product Data Management and eCommerce operations.
- Lead multi-site teams handling product onboarding, catalog creation, enrichment, categorization, taxonomy, content management and data quality.
- Drive performance against SLA, KPI, productivity, quality, TAT, CSAT and commercial objectives.
- Lead capacity planning, forecasting, resource allocation and operational governance.
- Establish robust processes, controls, quality frameworks and risk management mechanisms.
Product Data & eCommerce Expertise
- Provide leadership across product data enrichment, taxonomy, categorization, attribute management, product descriptions, digital assets and catalog normalization.
- Ensure product information is accurate, complete, consistent and optimized for digital commerce channels.
- Drive standardization of product data across websites, marketplaces and eCommerce platforms.
- Work with client/category teams to define product attributes, taxonomy structures and content standards.
- Drive adoption of PIM/MDM and catalog management platforms and associated workflows.
Client & Stakeholder Management
- Build strong relationships with senior client stakeholders across US, EMEA and APJ.
- Lead governance reviews, QBRs, operational reviews and executive-level discussions.
- Act as a strategic partner to clients, identifying opportunities to improve product content, data quality, customer experience and operational efficiency.
- Manage escalations and complex business issues while ensuring timely and sustainable resolution.
Transformation, Automation & Continuous Improvement
- Drive process transformation, automation and standardization across Product Data Management operations.
- Identify opportunities for AI, automation, analytics and workflow optimization to improve productivity and quality.
- Lead continuous improvement initiatives focused on TAT reduction, cost optimization, scalability and customer experience.
- Develop standardized frameworks, SOPs, playbooks and best practices across the portfolio.
Commercial & Business Growth
- Partner with Sales and Business leadership on solutioning, RFP/RFI responses, new opportunities and scope expansion.
- Support effort estimation, transition planning, operating model design and solution development.
- Identify opportunities for account growth, productivity improvement and value creation.
- Contribute to client retention and long-term account development.
People & Leadership
- Lead and develop large, multi-skilled operational teams and leadership layers.
- Drive performance management, capability building, succession planning and employee engagement.
- Build Product Data / eCommerce domain expertise within the organization.
- Coach managers and senior team members to strengthen operational and client-management capabilities.
Required Experience & Qualifications
- Bachelor's degree in Engineering, Technology, Business or a related discipline; MBA/PGDM preferred plus.
- 15+ years of overall experience, with significant experience in BPO/KPO, Retail, eCommerce, Product Data Management, PIM/MDM, Digital Commerce or Data Operations.
- Proven experience managing large-scale, multi-site/global operations.
- Strong experience managing global enterprise clients and senior stakeholders.
- Demonstrated experience in operational transformation, process excellence and automation.
- Strong commercial, financial and operational understanding.
Essential Skills
- Strong understanding of Product Data Management, PIM, MDM, taxonomy, categorization, product enrichment and data quality.
- Experience with retail/eCommerce product catalogs, digital content and marketplace operations.
- Knowledge of product classification and data standards such as UNSPSC, ETIM, eClass, BMECat or equivalent.
- Exposure to PIM/MDM and eCommerce platforms such as STEP/Stibo, Informatica Product 360, Akeneo, Salsify, Syndigo, SAP Commerce, Magento, Shopify or equivalent.
- Strong analytical, problem-solving and decision-making skills.
- Excellent executive communication, presentation and stakeholder-management skills.
- Strong understanding of BPO/KPO operating models, SLA management, governance and commercial metrics.
- Ability to lead transformation, innovation and continuous improvement initiatives.
- Strong strategic thinking with the ability to translate client requirements into scalable operational solutions.
Key Success Measures
- Client Satisfaction & Relationship Management
- Delivery, Quality & SLA Adherence
- Productivity & Operational Efficiency
- Product Data Accuracy & Completeness
- Transformation, Automation & Innovation
- Cost Optimization & Commercial Performance
- Account Growth & Scope Expansion
- People Development & Leadership
- Risk, Governance & Compliance
- Business Continuity & Scalability
Preferred Domain Experience
Candidates from Retail / eCommerce / Digital Commerce / Marketplace / Consumer Products / BPO / KPO environments would be preferred, particularly those who have managed large-scale product catalog, product content, PIM/MDM or digital merchandising operations.