Program Manager

Job description

**Role & responsibilities** : - We are looking for an experienced Program Manager with strong expertise in Retail Catalogue operations, SLA/KPI governance, client management, and people leadership. - The ideal candidate will have deep knowledge of e-commerce catalogue workflows, exceptional problem-solving abilities, and the capability to steer teams through dynamic, high-volume environments. - Key Responsibilities Own and manage SLAs and KPIs across all catalogue programs, ensuring consistent performance and proactive risk mitigation. - Serve as the primary point of contact for clients, driving effective communication, expectation alignment, and stakeholder engagement. - Lead and motivate teams, ensuring high productivity, strong collaboration, and operational discipline. Apply Six Sigma and process improvement methodologies to enhance quality, reduce defects, and streamline workflows. - Manage end-to-end catalogue operations, including attribute validation, content curation, and enrichment activities. - Oversee volume planning, allocation, and execution in a dynamic, fast-changing workflow environment. - Analyze operational trends, identify gaps, and drive problem-solving initiatives across teams and functions. - Ensure seamless delivery, on-time task completion, and adherence to operational standards. Adopt a continuous-learning mindset and proactively absorb new program requirements, tools, and processes. - Collaborate cross-functionally with Quality, WFM, Training, and Tech teams to support operational excellence. Required Skills & Qualifications Overall 10+ years experience in managing SLAs and KPIs in the retail catalogue/e-commerce domain. - Excellent client interaction and stakeholder management capabilities. Proven people management experience, with the ability to lead and develop high-performing teams. - Six Sigma certification (Green Belt preferred) is an added advantage. Strong analytical and problem-solving skills with a data-driven mindset. - Hands-on experience in catalogue programs including attribute validation, curation, and enrichment. Strong understanding of volume management, especially under dynamic and fluctuating workflows. - Ability to learn quickly, adapt to new challenges, and drive operational success.