ACES Manager, External Fufillment

Key skills

• Software Engineering
• Problem Solving
• System Design

Job description

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

• 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
• 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
• 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
• 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
• 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

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