About this role
The ACES Manager will lead operational integration and change management initiatives for External Fulfillment (EF + ES) operations. This role serves as a critical bridge between business, technology, and operations teams, ensuring seamless implementation of new processes, programs, products, tools, and technologies. The ACES Manager will own end-to-end project execution from opportunity scoping through design, testing, pilot, roll-out, stabilization, and impact delivery. This position requires strong stakeholder management, process excellence, and the ability to drive adoption of new standard work across a complex seller network while safeguarding operator experience and process workflows.
Key job responsibilities
1. Operations Integration & Change Management
- Provide operational inputs and requirements on solution design for new programs and process changes
- Review, finalize, and publish operator SOPs in standard documentation (START)
- Facilitate user experience testing and manage operational launches by coordinating with multiple stakeholders (Training, Operations, Business teams)
- Host briefing sessions with Operations leadership teams
2. Project Ownership & Execution
- Act as overall program owner for assigned projects, taking end-to-end responsibility from scoping to stabilization
- Develop project charters, define project scope, and create Work Breakdown Structures (WBS)
- Manage Catalyst for Change pipeline and ensure compliance with change management tenets
- Drive project execution through pilot, expansion, and pan-India launch phases
3. Metrics & Performance Management
- Define, review, and finalize operational success metrics for pilot, full launch, and sustenance phases
- Coordinate with Analytics teams for metrics measurement and reporting
- Track adoption and ensure stabilization of products/services before handover to Operations
4. Stakeholder Management & Communication
- Coordinate with Business, Last Mile/Middle Mile, S&OP, and other partner teams
- Manage training requests and support adoption drives across teams
- Develop and execute communication strategies for sellers, operations executives, regional teams, and senior leadership
- Support resolution of all issues raised by ground Operations teams
5. Process Excellence & Gatekeeper Role
- Review operator experience and process workflows to safeguard process integrity
- Ensure effectiveness of change management processes and maintain visibility of changes pre and post-implementation