Associate Program Manager

APGM- Operations Lead, Product Data Management

Industry: BPO / KPO - Retail & eCommerce

Location: Mumbai / Pune

Function: Operations / Digital / Product Data Management

Experience: 16+ years

Shift: EMEA / US

Role Overview

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.