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

8140 ASOL - Gurugram Non STPI Company; Gurugram District; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

GN SONG Commerce is seeking a Manager to lead Process Excellence across commerce transformation initiatives. You will drive AI-enabled redesigns, operating model changes, and hands-on client delivery, coordinating cross-functional teams to achieve measurable improvements in performance, efficiency, and customer experience.

The role requires leadership across multiple workstreams, capability assessments, and design workshops to align business priorities with practical process and governance

Qualifications

• Must have experience in redesigning commerce processes.
• Experience transforming operating models for commerce.
• Ability to integrate AI/agentic solutions into processes.

Responsibilities

• Lead commerce transformation workstreams end-to-end.
• Define future-state processes and operating models.
• Enable governance, adoption, and measurement for redesigns.
• Collaborate with clients to deliver measurable improvements.

Skills

Commerce Process Redesign

Commerce Operating Model

AI & Agentic Integration

Client Consulting

Tools

Tableau

Power BI

Job description

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)

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

Roles & Responsibilities

• 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.
• 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 operations, order orchestration, measurement, and reporting — with appropriate guardrails, brand safety controls, and governance.

Professional & Technical Skills

• 2-8 years of experience in process excellence, commerce transformation, functional consulting, or management consulting, with increasing independence across engagements.
• Strong understanding of commerce operating models and processes across two or more areas such as product content and experience design, digital shelf and content operations, marketplace and channel operations, retail media, merchandising, pricing and promotions, order management, or commerce analytics.
• Working knowledge of how AI, automation, and agentic solutions can be integrated into commerce processes, including operating model and governance implications.
• Working knowledge of AI-driven discovery and off-platform visibility — including AI-ready product content, structured product data and knowledge foundations, and visibility across answer engines and LLM surfaces — and their implications for commerce process design.
• Experience with process mapping, benchmarking, change-impact analysis, and business case development; ability to translate data into structured, business-ready recommendations.
• Strong communication, workshop facilitation, and client relationship skills, with the ability to explain complex process, AI, data, and technology choices in business terms.
• Ability to connect customer and growth outcomes with commerce process, operating model, technology, data, AI, governance, measurement, and adoption requirements.
• Experience working in fast-paced, matrixed, global consulting environments and managing multiple workstreams with client-facing accountability.
• Experience contributing to business development, proposal or RFP development, reusable assets, or thought leadership, and coaching junior practitioners, is preferred.

Additional Information

Experience in consumer-led B2C industries is strongly preferred, including Consumer Goods & Services, Retail, Travel, Fashion & Luxury, High Tech, Communications & Media, or similar sectors with scaled commerce operations. Familiarity with process mapping or process mining tools such as Visio, Signavio, ARIS, or equivalent is a strong differentiator. Exposure to commerce and content platform ecosystems — such as enterprise commerce platforms, PIM, DAM, CMS, OMS, marketplace and syndication tools — is desirable. Applied knowledge of Agent Experience (AX) Design principles — including agent autonomy, handoffs, escalation, controls, and human oversight — is preferred. Strong analytical skills and ability to connect process improvements to measurable commerce outcomes such as productivity, speed-to-market, content quality, discoverability, conversion, GMV, or customer experience. Proactive approach to continuous learning; stays current on AI, agentic commerce, automation, commerce operating models, and emerging digital commerce practices.

Professional & Technical Skills

• 2-8 years of experience in process excellence, commerce transformation, functional consulting, or management consulting, with increasing independence across engagements.
• Strong understanding of commerce operating models and processes across two or more areas such as product content and experience design, digital shelf and content operations, marketplace and channel operations, retail media, merchandising, pricing and promotions, order management, or commerce analytics.
• Working knowledge of how AI, automation, and agentic solutions can be integrated into commerce processes, including operating model and governance implications.
• Working knowledge of AI-driven discovery and off-platform visibility — including AI-ready product content, structured product data and knowledge foundations, and visibility across answer engines and LLM surfaces — and their implications for commerce process design.
• Experience with process mapping, benchmarking, change-impact analysis, and business case development; ability to translate data into structured, business-ready recommendations.
• Strong communication, workshop facilitation, and client relationship skills, with the ability to explain complex process, AI, data, and technology choices in business terms.
• Ability to connect customer and growth outcomes with commerce process, operating model, technology, data, AI, governance, measurement, and adoption requirements.
• Experience working in fast-paced, matrixed, global consulting environments and managing multiple workstreams with client-facing accountability.
• Experience contributing to business development, proposal or RFP development, reusable assets, or thought leadership, and coaching junior practitioners, is preferred.

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