I&P GN - Song –Commerce- Manager - Process Excellence-PE

GN SONG Commerce - Process Excellence - Manager   Job Title: GN SONG Commerce - Process Excellence - Manager   Management Level: 07 / Manager   Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai   Must Have Skills: Commerce Process Redesign, Commerce Operating Model Transformation, AI & Agentic Integration, Client Consulting   Good to Have Skills: Agent Experience (AX) Design, Process Mapping / Mining, Commerce & Content Platform Ecosystems, Data Visualization (Tableau / Power BI)   Experience: 2-8 years of relevant experience in process excellence, commerce transformation, functional consulting, or management consulting   Educational Qualification: Bachelor's Degree or equivalent; MBA/PGDM preferred   Job Summary   Practice: I&P | Global Network SONG Commerce | Areas of Work: Commerce Process Excellence, AI-Enabled Commerce Transformation, Future-State Commerce Process Design, Commerce Operating Model Redesign, Agent Experience (AX) Design, Functional Consulting.   As a Manager, you will help clients reimagine how commerce work gets done across product content and experience design, digital shelf and channel operations, discoverability, merchandising, pricing and promotions, order management, and measurement — through process redesign, digital innovation, data-driven decision-making, and AI-powered ways of working. Operating at the intersection of customer experience, commerce, analytics, technology, and operations, you will lead workstreams, conduct capability and process assessments, define future-state processes and operating models, shape transformation roadmaps, and deliver measurable outcomes that improve growth, customer value, and operational effectiveness.   You Are   You are a hands-on commerce transformation leader who can take ownership of a client workstream from diagnostic through future-state design. You combine practical knowledge of how modern commerce functions operate with structured process excellence methods, and you can translate business priorities into clear process, operating model, technology, data, AI, governance, and adoption requirements.   You design at the intersection of commerce practitioner, AI agent, platform, and process. You apply Agent Experience (AX) Design principles to determine where AI agents can support or automate commerce work, where human judgment is essential, and how roles, controls, escalation, and handoffs should be designed to improve speed, quality, compliance, and business outcomes.   Areas of Work   Commerce Process Excellence — Commerce Operating Model, Commerce Content & Experience Design, Off-Platform & AI Discoverability, Commerce Intelligence & Optimization, Agentic Commerce Operations   Roles & Responsibilities   Use AI tools across research, analysis, design, and deliverable creation, and identify opportunities to embed AI and agentic solutions into redesigned commerce processes. As a Manager, you will be expected to independently lead workstreams, facilitate client discussions, and convert analysis into implementation-ready recommendations. Your responsibilities include:   Commerce Transformation & Benchmarking   Assess commerce trends, shopper and channel shifts, AI-driven discovery behaviour, and peer practices to identify process reinvention opportunities across commerce operating model and ways of working, commerce content and experience design across PDP, D2C and campaign assets, digital shelf and content operations, marketplace and channel operations, retail media, merchandising, pricing and promotions, order management and fulfilment, off-platform and AI-driven discoverability, commerce intelligence and optimization, and agentic commerce operations.   Lead capability and process diagnostics and benchmarking to identify performance gaps, pain points, control issues, duplication, and opportunities to improve productivity, speed-to-market, customer experience, commerce effectiveness, and cost efficiency.   Build data-driven assessments and executive-ready insights using AI-assisted analysis and visualization tools, translating findings into clear transformation priorities linked to traffic, conversion, AOV, GMV, and margin.   Future-State Commerce Process Design   Lead future-state commerce process and operating model design covering AI integration points, workflow automation, decision rights, governance, human-machine interaction, platform enablement, measurement, and workforce adoption.   Lead client discovery workshops and stakeholder interviews; facilitate design thinking sessions and co-creation workshops across commerce, content, merchandising, channel, analytics, technology, and operations teams; present and defend recommendations to senior client leadership; and manage day-to-day client relationships and issue resolution.   Connect future-state commerce processes to commerce and content platforms — including PIM, DAM, CMS, OMS, marketplace and retail media ecosystems — so that transformation designs are practical, scalable, measurable, and ready for implementation.   Operating Model, Change & Adoption   Develop change-impact assessments covering roles, skills, governance, ways of working, service delivery, and adoption implications created by redesigned commerce processes.   Build and maintain commerce process playbooks, redesign methods, benchmarks, and reusable assets; contribute to proposals and thought leadership; and coach junior practitioners on commerce process excellence and operating model design.   AI & AX Design Application   Embed Agent Experience (AX) Design principles into commerce process specifications by defining AI agent roles, autonomy levels, decision boundaries, controls, escalation triggers, and human-agent handoffs within redesigned workflows.   Identify practical agentic use cases across product content creation and enrichment, discoverability optimization, assortment and pricing decisions, campaign and channel oper