Job Summary

The Customer Operations Transformation (COT) programme is a strategic initiative to simplify and standardize Customer Operations, enhance customer experience, and enable data-driven decision-making through digital capabilities and automation. The programme spans five strategic workstreams: OTIF, Joint Value Creation, Zero Touch Zero Delay, Zero Exceptions, and One Day Query Resolution.

The Project Manager is part of the COT programme team, working across Customer Operations, Order-to-Cash, Supply Chain, Commercial, Finance, Data & Technology, Regions & Markets, Service Delivery teams and Third-party partners to deliver complex, cross-functional change and measurable transformation outcomes.

Purpose of Role

The Project Manager is responsible for driving COT projects from initiation through successful delivery, ensuring alignment to programme objectives, scope, timeline, budget, quality and benefits. The role combines strong PMO and project delivery discipline with data-driven performance management, enabling leadership to make informed decisions through clear KPIs, dashboards, reporting and insights. The role works closely with business and technology stakeholders to translate priorities into executable plans, manage dependencies and risks, maintain effective governance, and accelerate delivery through Agile and hybrid ways of working.

Responsibilities

- Stakeholder & Team Coordination: Partner with Customer Operations, O2C, Supply Chain, Commercial, Finance, Data & Technology, Regions & Markets, Service Delivery and third-party partners to align priorities, activities and outcomes.
- Programme Planning & Delivery: Develop and maintain integrated programme/project plans, resource plans, budgets,



delivery roadmaps and milestones, ensuring delivery remains aligned to agreed scope, timelines and priorities.
- PMO Governance: Establish and operate effective programme governance, including governance forums, decision and action tracking, escalation management and executive reporting.
- RAID Management: Maintain and actively manage the programme RAID log covering Risks, Actions, Issues and Dependencies, ensuring clear ownership, mitigation, due dates and escalation.
- Dependency Management: Identify, track and resolve cross-squad, workstream, market, business, data and technology dependencies to support integrated delivery and protect timelines.
- Value & Benefits Tracking: Support the definition and tracking of business outcomes, KPIs, benefits and measurable value delivered through COT initiatives.
- Agile Ways of Working & Continuous Improvement: Drive effective Agile ways of working and identify opportunities to improve delivery processes, governance, reporting, team effectiveness and programme execution.
- Problem Solving & Delivery Support: Apply structured problem solving, critical thinking and stakeholder influencing to resolve challenges, support decisions, manage escalations and maintain delivery momentum.

Key Competencies

Technical





- Extensive project planning and execution skills across complex change and transformation programmes/projects.
- Experience using Agile, Waterfall and hybrid project/change management methodologies.
- Strong PMO, governance, RAID, dependency, financial and benefits management capability.
- Ability to structure and communicate complex information through plans, dashboards, scorecards and executive reporting.
- Robust understanding of transformation delivery and programme lifecycle management.
- Proficiency in JIRA, Azzure Dev Ops, MS Project or similar project management tools, PowerPoint, Excel and other MS Office applications.
- Understanding of Order-to-Cash and Customer Operations processes; broader Finance/Supply Chain knowledge is advantageous.
- Understanding of Lean / Six Sigma and continuous improvement.

Behavioural / Leadership

- Excellent communication, documentation and presentation skills.
- Strong stakeholder management with a global mindset, including influencing, challenging and decision-making ability.
- Strong negotiation, collaboration and conflict-resolution skills.
- Self-driven, structured and outcome focused, with the ability to motivate cross-functional teams towards common goals.

Qualifications and Experience Required

Education and Qualifications

- Minimum Bachelor's degree or equivalent.
- Professional Project Management qualification preferred.
- Lean / Six Sigma certification preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Program manager (Bengaluru)
🏢 Diageo
📍 Bengaluru