Program Manager, Global Operations, Data Analytics (8-months contract)

Our client, a leading global technology organization, is seeking an experienced Program Manager to drive operational excellence, process optimization, stakeholder management, and large-scale business transformation initiatives across regional and global operations.

This is a contract role ending on 12 Feb 2027.

Responsibilities:

• Develop, maintain, and continuously improve standard operating procedures (SOPs), process maps, workflow documentation, knowledge resources, training materials, and certification programs to ensure operational consistency and scalability.
• Lead and contribute to strategic projects that address large-scale operational challenges by partnering with cross-functional stakeholders on project scoping, execution, implementation, and change management activities.
• Analyze operational performance trends, identify inefficiencies, and implement process improvements that enhance productivity, resource utilization, automation adoption, cross-site collaboration, and overall operational effectiveness.
• Manage supplier and internal partner selection processes, onboarding activities, performance evaluations, and progress reviews to ensure successful delivery of project objectives and operational outcomes.
• Collaborate with internal stakeholders and service providers to simplify complex workflows, implement process enhancements, and develop workflow efficiency frameworks that proactively identify operational gaps and improvement opportunities.
• Drive exceptional customer and employee experiences across end-to-end programs, policies, and operational processes by ensuring efficient and scalable service delivery models.
• Drive the ideation, development, launch, and scaling of solutions that improve operational efficiency, customer satisfaction, cost optimization, capacity planning, and business performance at local, regional, and global levels.

Requirements

• 7+ years of experience managing operational processes, including SLA governance, queue and ticket management, customer support operations, and service delivery performance monitoring.
• Strong data analytical skills with the ability to collect, synthesize, interpret, and leverage data to support operational planning, decision-making, and continuous improvement initiatives.
• Strong understanding of business operations, industry practices, and domain-specific knowledge, with the ability to translate business requirements into scalable operational solutions.
• Experience identifying, implementing, and managing process improvements, automation opportunities, and operational efficiency initiatives using relevant tools and technologies.
• Strong stakeholder, client, and partner management skills, with the ability to build trusted relationships, influence decisions, manage expectations, and drive alignment across cross-functional teams.