Program Manager

Principal Duties & Responsibilities
As a Program Manager, you will spearhead the scoping, planning, execution, monitoring, reporting, and closeout of projects for new clients and services. You will also ensure operational readiness, lead cross-functional and cross-organizational teams, establish project management standards and governance, ensure compliance with ISO and other applicable standards, drive effective change management, develop and lead the Project Management team, lead client onboarding negotiations, and manage client contracts and partnerships.

Job Responsibilities:

• Lead end-to-end project delivery from scoping to BAU transition, ensuring services and projects are delivered on time, within budget, with quality outcomes. Develop and maintain project frameworks, SOPs, Brand Books, and governance standards, ensuring ISO and organizational compliance.
• Lead first-line client negotiations on onboarding requirements, implementation approach, service scope, go-live timelines, buyback execution, and commercial commitments to ensure successful project mobilization.
• Prepare the organization across people, processes, and systems for successful go-live and hypercare. Drive formal change management by ensuring changes in scope, schedule, costs, risks, and dependencies are properly assessed, documented, approved, communicated, and reflected in project plans and contracts.
• Lead or support contract development, review, governance, compliance, renewals, and ongoing partnership management throughout onboarding and BAU.
• Monitor project KPIs, implementation performance, business impact, risks, and executive reporting to support informed decision-making and continuous improvement.
• Provide leadership, direction, coaching, and performance management to the Project Management team while driving alignment, accountability, and collaboration across the cross-functional onboarding team and project stakeholders to ensure successful project delivery.

Key Qualifications

• Minimum 3 years of experience in eCommerce, retail, FMCG, technology, logistics, consulting, or other related industries.
• Preferably with exposure to project implementation, client onboarding, or operations management.
• Bachelor’s Degree/College Graduate in Business, Engineering, Management, Supply Chain, Information Systems, or any related field.
• Strong project management, stakeholder management, communication, problem-solving, analytical thinking, and cross-functional collaboration skills.
• PMP Certification and Lean Six Sigma Certification is good to have.
• Demonstrates customer obsession, strong ownership mindset, ability to invent and simplify processes, and comfort managing ambiguity in a fast-paced and evolving environment.

*This role has a HYBRID work setup