This role is will own the complete end-to-end program – from conceptualization, to business model development, launch, sustenance and growth - of enabling *new* customer services through the Last Mile network.
--Who we are looking for
This role is for a candidate who is a builder - who can take a new initiative from 0 to 1 : conceptualization, pilots, launch, and then taking it from 1 to 100 by stabilizing, creating systems, mechanisms for the program to continue functioning and growing.
The successful candidate will be the winning combination of a strong stakeholder manager, with understanding of working with a geographically diverse and vast team – from external store and delivery partners at one end of the spectrum to business stakeholders on the other, an analyst adept at modelling and building business cases and a sharp process expert who can build efficient scalable processes. In short, program-cum-process-manager-cum analyst, who would not love to be in the spotlight, rather BE the spotlight!
Key job responsibilities
Key job responsibilities
· Plan the pilot, program roll-out, training, launch for all LM channels (with business model, delivery and process customization required for each channel).
· Work closely with multiple stakeholders – Payments business, Last Mile Program and Operations teams, Finance, Tech, Legal, finance, and leadership teams to define and set-up the business processes.
· Work with LM ACES team and Zonal Payment Program Managers to finalize the experience (especially channel, Last Mile DA and partner experience) and work with business product managers to incorporate necessary changes in the product and business process.
· Model and plan the right incentive structure customized by various channels to encourage and drive behavior. Monitor adoption, fraud and put in place long term mechanisms to ensure growth as per compliance and norms.
· Define and monitor key metrics on programs and work with Payments business and respective program teams to drive necessary action with field teams, business and leadership teams, to achieve goals.
· Own the business reporting of the LM execution and goals through WBR / MBR / QBRs to both IN Ops and business leadership.
Internal job description
N/A
Basic qualifications
• 5+ years experience in program or project management
• Experience defining program requirements and using data and metrics to determine improvements
• 5+ years of experience working cross functionally with tech and non-tech teams
• 5+ years of experience delivering cross functional projects
· Bachelor’s Degree in Engineering, Science, Logistics, or similar field · 5+ years of program and/or product management experience in consumer goods with understanding of trade marketing and execution and dealing with a geographically vast and diverse network. · A person with excellent written and verbal communication skills. Strong change management and influencing skills; ability to negotiate and across all levels· A person with the ability to create and sustain urgency, and a proven ability to lead large cross-functional projects including communication across all levels and teams in the organization: senior leaders, stakeholder teams, ground operations teams. · A person who can take calculated risks & make recommendations and decisions to drive significant organizational change. · A person who can showcase judgment and decision making skills to balance customer experience with financial impact.
Preferred qualifications
· MBA from a top tier university · Work experience operations/ program execution in the Payments / Wallets space will be an added advantage. · Work experience in running value-added service program/ operations is an advantage
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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