Operations Site Lead
Location: Hyderabad, Telangana, India
Minimum qualifications:
- Master's degree in Engineering, Technology, Science, or Mathematics, or equivalent practical experience.
- Experience leading large global outsourced operations in areas such as Software QA, IT, and Technical Support.
- Experience managing global teams.
- Experience leading operational transformation projects to impact efficiency, business growth, and customer satisfaction.
Preferred qualifications:
- 8 years of relevant experience in vendor management processes, with experience managing multiple vendors in multi-year contracts.
- Experience in agreement management/negotiation, with effective influencing skills and change management experience.
- Experience in developing technical solutions and tools in partnership with Product Engineering/Business teams, and experience in process management systems such as Kaizen, Six Sigma, or Lean.
- Experience in project management and execution, multi-tasking and delegating, with a high-level of comfort with numbers and data analytics.
- Knowledge of local vendor landscape, and the ability to conduct vendor due-diligence, identify potential issues and drive resolution before workflow is transitioned.
- Demonstrated communication skills and the ability to present analysis and complex concepts to multiple audiences.
Responsibilities:
- Manage local vendor relationships and be responsible for day-to-day operations at the site, and collect vendor data and monitor vendor performance (SLA compliance, MBRs, QBRs) using standard templates and cadence.
- Identify process improvement opportunities within current workflows, channel feedback to internal/external stakeholders, and support vendor in ongoing activities, including monthly planning of resource staffing, training and certification and tools access.
- Manage vendor/site selection, and roll out strategy for new projects, in partnership with business owners. Manage the relationships with the vendor service providers. Lead regular business reviews, and roadmap discussions.
- Identify process improvement areas and solutions, share and encourage best practices, across geographies and work with the global scaled services team to transform this space from reactive to predictive.
- Collaborate with cross-functional/cross-regional stakeholders to overcome operational challenges with a high level of customer satisfaction.