CX & Business Transformation PMO - OpX, Marketplace

The Operations Excellence (Ops Ex) team owns and drives selected priority improvement initiatives across Operations - from identifying opportunities and designing solutions to coordinating execution and delivering measurable impact. Our work aims to improve operational efficiency and user experience through outcomes such as task and ticket reduction, productivity and cost improvement, better SLA, NPS and CSAT, and scalable AI adoption.

The team is organized into two pillars: CX & Business Transformation and Ops AI Enablement. The pillars work closely together, but every project has one clearly accountable owner based on its primary outcome.

Responsibilities

• Own selected CX, operational improvement, transformation, or strategic PMO projects end to end, with clear objectives, scope, success metrics, governance, and timelines.
• Translate management priorities, OKRs, performance signals, customer feedback, and functional-team requests into well-structured improvement programs.
• Analyze customer and operational signals such as NPS, CSAT, contact rate, ticket volume, SLA, cost, and productivity to identify drivers and improvement opportunities.
• Structure ambiguous business problems, diagnose root causes, develop solution options, assess trade-offs, and recommend practical actions.
• Build project roadmaps and implementation plans with clear ownership, milestones, dependencies, risks, and decision points.
• Coordinate multiple Operations functions and other stakeholders, facilitate alignment, resolve disagreements constructively, and keep delivery on track.
• Drive recommendations through implementation and adoption rather than stopping at analysis or presentation.
• Anticipate blockers, escalate issues appropriately, and facilitate timely decisions from senior stakeholders.
• Develop concise, logical, and management-ready slides, storylines, meeting materials, and progress updates.
• Present findings, recommendations, risks, and decisions clearly and confidently to working teams and senior management.
• Track outcomes after implementation and ensure the project delivers measurable improvement in customer experience or operational performance.
• Where relevant, partner with the Ops AI Enablement pillar when AI or automation is part of the solution while retaining clear ownership of the overall business outcome.

Requirements

• Bachelor's degree in Business, Economics, Engineering, Marketing, Statistics, Operations, or another relevant field
• Relevant experience in management consulting, market research, customer experience, business transformation, strategy, program management, operations excellence, or a similar project-based role.
• Demonstrated experience independently managing cross-functional projects from problem definition through implementation.
• Strong analytical capability and confidence working with business and customer-performance data; working knowledge of SQL or BI tools is an advantage.
• Strong proficiency in PowerPoint or Google Slides, including storyline development, executive-level synthesis, and clear visual communication.
• Experience presenting recommendations and project updates to senior stakeholders.
• Familiarity with customer experience metrics and operational metrics such as NPS, CSAT, contact rate, SLA, productivity, and cost is preferred.
• Experience in e-commerce, technology, consulting, research, customer operations, or a fast-paced cross-functional environment is an advantage.