I&P GN - Song –Commerce- Senior Manager - Process Excellence-PE

GN SONG Commerce - Process Excellence - Senior Manager

Job Title: GN SONG Commerce - Process Excellence - Senior Manager

Management Level: 06 / Senior Manager

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must Have Skills: Commerce Process Excellence Leadership, Commerce Operating Model Design, AI-Enabled Transformation, Methodology & Quality Governance

Good to Have Skills: Agent Experience (AX) Design, Process Mining & Digital Twin Approaches, Commerce Platform & Data Architecture Awareness, Executive Facilitation

Experience: 5-12 years of relevant experience in process excellence, commerce transformation, functional consulting, or management consulting

Educational Qualification: Bachelor's Degree or equivalent; MBA/PGDM preferred

Job Summary

Practice: I&P | Global Network SONG Commerce | Areas of Work: Commerce Process Excellence, AI-Enabled Commerce Transformation, Future-State Commerce Process Design, Commerce Operating Model Redesign, Agent Experience (AX) Design, Functional Consulting.

As a Senior Manager, you will advise C-suite and senior commerce stakeholders and lead large-scale commerce process transformation programmes that help consumer-led organizations reimagine product discovery, content and experience operations, channel and marketplace execution, merchandising, and commerce measurement through digital innovation, data-driven decision-making, and AI-powered experiences. Operating at the intersection of business strategy, customer experience, commerce, analytics, technology, and operations, you will shape transformation strategies, define future-state operating models and roadmaps, govern delivery quality, and deliver measurable business outcomes across the shopper lifecycle.

You Are

You are a senior commerce transformation advisor who sets the standard for how commerce process excellence work is shaped and delivered. You bring deep knowledge of modern commerce operating models and can translate enterprise growth and customer priorities into transformation strategies covering process, organization, technology, data, AI, governance, measurement, and adoption.

You embed Agent Experience (AX) Design into the transformation methodology, defining how AI agents should operate within commerce workflows and how autonomy, human judgment, decision rights, controls, escalation, and human-agent handoffs should be designed. You coach teams to apply these principles consistently across engagements.

Areas of Work

Commerce Process Excellence — Commerce Operating Model, Commerce Content & Experience Design, Off-Platform & AI Discoverability, Commerce Intelligence & Optimization, Agentic Commerce Operations

Roles & Responsibilities

Use AI tools and agentic approaches across transformation strategy, research, diagnostics, design, and deliverable creation. As a Senior Manager / Associate Director, you will lead senior client conversations, shape transformation programmes, govern multiple workstreams, develop managers and specialists, and ensure that recommendations translate into measurable business value. Your responsibilities include:

Commerce Transformation Methodology & Benchmarking

Define and govern the commerce process redesign approach used to assess market and shopper forces, benchmark current operations, identify reinvention opportunities, and prioritize transformation across commerce operating model and ways of working, commerce content and experience design across PDP, D2C and campaign assets, digital shelf and content operations, marketplace and channel operations, retail media, merchandising, pricing and promotions, order management and fulfilment, off-platform and AI-driven discoverability, commerce intelligence and optimization, and agentic commerce operations.

Set the benchmarking and value-assessment approach for commerce process excellence, linking redesign opportunities to measurable outcomes such as growth, customer value, productivity, speed-to-market, commerce effectiveness, cost efficiency, and control.

Determine how commerce domain expertise, industry benchmarks, and reusable functional playbooks are applied consistently across the team's portfolio of engagements.

Future-State Commerce Process & Operating Model Design

Set standards for future-state commerce process and operating model design, including AI integration, workflow automation, decision rights, governance, human-machine interaction, platform enablement, measurement, attribution, and adoption requirements.

Lead C-suite and senior client workshops, transformation roadmap discussions, and recommendation reviews; approve final designs before client delivery and ensure they are practical, scalable, measurable, and implementation-ready.

Collaborate with technology, data, content, merchandising, analytics, and delivery partners to ensure that process design and commerce platform choices work together across transformation programmes.

Portfolio Leadership, Change & Capability Building

Govern change impact, organizational design, capability building, governance, and workforce adoption approaches across commerce transformation programmes, ensuring consistency and quality across engagements.

Manage and develop direct reports; coach managers and senior specialists on commerce process redesign, operating model design, executive facilitation, client advisory, and domain application.

AI & AX Design Governance

Define how Agent Experience (AX) Design is embedded in the commerce process excellence methodology, including standards for AI agent roles, autonomy levels, decision boundaries, controls, escalation triggers, and human-agent handoffs.

Shape reusable agentic commerce patterns and governance for use cases across product content and knowledge foundations, discoverability, assortment, pricing and promotions, channel and marketplace operations, order orchestration, optimization, measurement, and reporting — including trust, brand safety, and unit economics considerations.

Professional & Technical Skills

5-12 years of experience in process excellence, commerce transformation, functional consulting, or management consulting, with significant leadership across client engagements.

Deep commerce domain expertise with the ability to shape transformation strategy and methodology across multiple commerce capabilities and apply it across industries and client contexts.

Demonstrated ability to lead large-scale transformation programmes, define and govern methodology and quality standards, and shape future-state operating models and roadmaps across a portfolio of engagements.

Strong understanding of AI, automation, and agentic operating models and how they change commerce workflows, roles, controls, decision rights, and technology requirements.

Strong understanding of AI-driven discovery and off-platform visibility — including AI-ready content, product knowledge foundations, and agent interoperability readiness — and how these reshape commerce operating models.

Proven track record advising C-suite and senior stakeholders, facilitating executive workshops, presenting recommendations, and resolving complex transformation and stakeholder issues.

Experience managing and developing teams in a consulting environment and coaching practitioners on process redesign and commerce transformation methods.

Ability to connect growth and customer value with commerce process, customer experience, data, platforms, AI, analytics, organization, governance, measurement, and adoption choices.

Experience leading complex, multi-workstream transformation programmes in global and matrixed environments, with accountability for quality, risk, staffing, and delivery outcomes.

Strong business development capability, including opportunity qualification, solution shaping, proposal leadership, thought leadership contribution, and senior client relationship development.

Additional Information

Experience in consumer-led B2C i