Associate Program Manager

eClerx

Mumbai, Maharashtra, India

Role Overview

JOB DESCRIPTION

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.

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