POSITION SUMMARY
We are seeking a Senior Manager to lead large program ownership and strategic innovation across our GCDC tech stack . This leader will shape the ZICC GCDC operations, drive measurable business outcomes, and elevate our capabilities through AI-driven automation , scalable architecture, and modern engineering/operating practices.
The role blends hands-on program and program leadership with thought leadership —partnering closely with Sales, Service, Marketing, Data/AI, Security, and eCommerce Technology teams to deliver reliable releases, accelerate adoption, improve customer and agent experiences, and ensure governance, data quality, and compliance. Success requires a strong point of view on platform strategy , operational excellence , and continuous improvement , with a persistent focus on leveraging AI (e.g., agent assist, next-best-action, intelligent case routing, predictive insights) and automation to reduce friction, cost-to-serve, and time-to-value.
POSITION RESPONSIBILITIES
Delivery ownership & roadmap leadership: Own end-to-end delivery across large complex programs , ensuring predictable execution, quality, and measurable outcomes; define and drive the value stream – eCommerce + CRM + customer data strategy and roadmap aligned with Sales, Service, Data/AI, Security, and Technology stakeholders 25%
Strategic innovation (AI/automation) & platform direction: Provide thought leadership on platform architecture, operating model, and best practices to scale capabilities and reduce time-to-value; champion AI and automation (e.g., intelligent routing, agent assist, next-best-action, workflow automation) to improve customer/agent experience and reduce cost-to-serve 20%
Governance, adoption & value realization: Establish governance for ZICC hiring, data quality, privacy, security, and compliance , including standards for releases, integrations, and reusable components; drive adoption and benefits realization through change management, enablement, KPI dashboards, and continuous optimization of user journeys and processes 15%
People & partner leadership: Build, coach, and retain high-performing teams and partners, fostering a culture of accountability, continuous improvement, and innovation 20%
Financial & commercial management: Own portfolio financial management including estimates and budgeting , forecasting , accruals vs. actuals , and vendor commercial governance including SOW development/review, PO management, and spend tracking 20%
ORGANIZATIONAL RELATIONSHIPS
Proactively take up challenges across the technology landscape
Work with technical contacts to ensure support and resolution of technical challenges
Work with cross functional teams across the organization including business stakeholders, Value stream teams and business process team
Groom and mentor teams
RESOURCES MANAGED
Financial Accountability
Lead key programs and BAU delivery for Global Commercial , owning end-to-end execution across large technical programs with strong governance, quality, and on-time outcomes.
Own portfolio financials , managing an estimated ~$1M delivery/resource budget plus an additional budget for software licensing , including forecasting, accruals vs. actuals, and value tracking.
Manage vendor commercial operations— estimates, SOWs, POs , and contract controls—ensuring cost transparency and delivery accountability.
Supervision
People leadership: Directly manage a core team of 4 –6 team members and provide matrix/indirect leadership for delivery, ensuring clear accountability, capacity planning, and performance outcomes.
EDUCATION AND EXPERIENCE
Bachelor’s degree in computer science, Information Systems, Engineering, Business, or a related field (or equivalent experience).
MBA or Master’s (preferred) for portfolio, finance, and operating-model leadership.
Certifications (preferred):
Microsoft Azure technology Stack
Delivery/ways of working: SAFe / Scrum / ITIL (as applicable)
TECHNICAL SKILLS REQUIREMENTS
Technical &…