Senior Manager – ZICC Commercial Operations Lead, GCDC

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 & domain experience (typical for this level)

- 10+ years in Azure platforms and enterprise delivery; 5+ years leading teams/programs in a matrixed global environment.

- Deep development ecosystem experience: React, Angular, Rest, Azure platform technology stacks

- Integration & architecture: API-led integration patterns (REST/SOAP, events), middleware (MuleSoft or equivalent), ERP/Order, Marketing platforms, and knowledge of SSO/IAM.

- Data and analytics: strong understanding of data modeling, data quality, metadata management, and analytics/BI consumption; comfort partnering with data engineering and governance teams.

- AI & automation: practical experience applying AI for sales/service productivity (e.g., summarization, next-best-action, case classification/routing, agent assist) and automation using Flow, orchestration, and low-code tooling with appropriate controls.

- DevOps & quality: experience with CI/CD, release management, environment strategy, testing automation, and operational readiness; tools such as Copado/Gearset/Jenkins/Git (any mix).

- Security, risk, and compliance: experience designing with privacy/consent, role-based access, auditability, and regulated-data handling; strong partnership with InfoSec and Risk.

- Financial/vendor management: estimating, budgeting/accruals/actuals, license cost management, and commercial governance including SOWs, POs, and supplier performance.

PHYSICAL POSITION REQUIREMENTS

Travel -10%
Office attendance- 50% attendance or as per local HR policy

Full time

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