ACES Manager, External Fufillment

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 - Bachelor's degree in Operations, Supply Chain Management, Engineering, or another technical field - Experience working with cross-functional teams - Knowledge of Lean, Six Sigma and Kaizen techniques - Experience defining program requirements and using data and metrics to determine improvements