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
Basic qualifications
•Bachelor's degree in Operations, Supply Chain Management, Engineering, or another technical field
•Experience working with cross-functional teams
