Lead - Mapping Operations (Large Scale Programs)
As an Engagement Delivery Lead at a leading mapping company, you will be instrumental in spearheading complex, multi-disciplinary programs. This pivotal role demands a seasoned leader capable of orchestrating large-scale operations and driving significant value for our clients. You will lead a program of 1000+ associates, specifically focused on delivering against critical spam identification objectives and priorities. Your expertise will ensure highly efficient operations, coupled with insightful analytical support for the client organization.
Key Responsibilities:
- Program Leadership & Accountability:
- Serve as the overall accountable leader for all program areas and underlying workflows within the engagement.
- Ensure "zero surprise" delivery across daily, monthly, and quarterly cycles, consistently meeting contractual SLAs and client OKRs.
- Act as the primary leadership escalation point for critical issues not resolved at the ground level.
- Strategic Delivery & Continuous Improvement:
- Cultivate a proactive, solution-oriented delivery culture, moving beyond reactive root cause analysis.
- Champion continuous improvement initiatives, challenging the status quo to enhance operational impact for the client.
- Collaborate strategically with Process Excellence, Business Analyst, and AI/ML teams to implement next-generation, tech-driven interventions for non-linear quality and efficiency improvements.
- Business Growth & Commercial Acumen:
- Identify and capitalize on opportunities to scale the program, effectively showcasing the value of Cognizant's integrated offerings across additional program areas.
- Drive the formulation of innovative solutions and associated commercial proposals for program expansion.
- Spearhead Statement of Work (SOW) negotiations during renewals or scope-driven amendments.
- Compliance & Operational Integrity:
- Ensure robust compliance and integrity across all operations through stringent control implementation spanning tooling, processes, and personnel.
Cognizant IOA Specific Responsibilities:
- Financial Performance:
- Achieve or exceed profitability and revenue targets at the engagement level.
- Service Offering & Market Growth:
- Partner with market teams to develop a robust and credentialed service offering for Location Based Services (LBS), with a specific focus on consumer maps and navigation domains.
- Organizational Excellence:
- Ensure 100% adherence to all Cognizant requirements, including compliance trainings, risk metric compliance, associate domain certifications, utilization, and contractual compliance.
- Talent & Culture:
- Continuously strive to enhance employee satisfaction, serving as an accessible leader for on-ground teams, thereby ensuring attrition remains within defined targets.
Mandatory Capabilities & Experience:
- Educational Background:
- Graduate with 15-20 years of experience, including a minimum of 5 years in senior leadership roles managing operations/delivery, OR
- Post-graduate (Management, Statistics, Economics, etc.) from Tier 1 institutes, with 14-18 years of experience, including 8+ years in operations, and at least 5 years in senior leadership. This must include consulting, research, analysis, and solutioning experience.
- Operational & Project Management Expertise:
- Proven experience in managing multiple evaluations and pilots concurrently with standard business operations to successfully launch and scale new workflows.
- Prior experience in managing Location Based Services (LBS) or mapping operations projects, with a strong understanding of typical cost drivers and a track record of significant revenue line expansion within managed engagements.
- Analytical & Leadership Skills:
- Exceptional communication skills, capable of simplifying complex technical and operational nuances for client stakeholders.
- Strong data analysis skills for effective root cause analysis, baselining, performance reviews, and process improvement.
- Demonstrated strong leadership skills, fostering confidence and collaboration across all levels of client and Cognizant's organizations.
- Preferred Educational Background:
- Economics, Business Management, Mathematics, Statistics from Tier 1 schools.
Preferred Capabilities & Experience:
- Direct experience managing P&Ls for LBS projects, with a deep understanding of cost drivers and a proven history of expanding engagement revenue.
- Prior knowledge or experience in spam identification verticals.
- We seek a non-traditional operations leader with:
- A strong willingness to deep-dive into product details.
- A robust statistical/scientific mindset for problem-solving.
- Excellent client communication and governance capabilities.
- The ability to run projects with complete accountability.