Program Manager - Business Transformation and Customer Operations

Diageo India Pvt Ltd; Gurugram District; On-site; INR 4,000,000 - 5,200,000; Full time

Job summary

Diageo India Pvt Ltd is seeking a Program Manager to drive the Customer Operations Transformation (COT) portfolio from initiation to successful delivery. You will establish governance, track KPIs, and provide dashboards and insights to leadership, working across Customer Operations, Finance, IT, and Supply Chain.

The role requires strong program management experience, proficiency with Agile and hybrid delivery, and collaboration across multi-country teams.

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• Professional Project Management qualification preferred.
• Experience with Agile, Waterfall or hybrid delivery methodologies.

Responsibilities

• Lead COT/Transformation projects from initiation to delivery.
• Maintain governance, dashboards, KPIs and executive reporting.
• Coordinate stakeholders across functions to align priorities and timelines.
• Identify and mitigate risks, dependencies and issues to protect delivery momentum.

Skills

Project management

Agile

Waterfall

Hybrid delivery

PMO governance

RAID management

Stakeholder management

Education

Bachelor's degree

PMP or equivalent

Tools

JIRA

Azure DevOps

MS Project

Excel

PowerPoint

Job description

Program manager Job Description : About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments — from everyday connections to landmark celebrations. Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other. Join us and play your part in making life’s moments mean a little more.

About the Function:

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life. You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture.

About the role:

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.

Top Accountabilities

• 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. Strong 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.

Experience 8+ years of experience in Project Management, Programme Management, PMO, Business Transformation or a related area. Proven experience supporting or managing complex, cross-functional transformation programmes/projects using Agile, Waterfall or hybrid delivery methodologies. Proven experience managing complex, cross-functional transformation initiatives and teams of senior stakeholders. Experience working across Customer Operations, Order-to-Cash, Supply Chain, Commercial and/or Finance functions desirable Experience delivering automation, digital and data-driven transformation initiatives. Experience working with enterprise technology and business applications, including High Radius, SAP and other analytics/reporting platforms. Experience working within a large multinational corporation (MNC) or Global Capability Centre (GCC) environment, coordinating cross-functional transformation delivery across business, technology, data, markets and third-party partners preferred.

Working with us Flexibility is key to our success

Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one. We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible. We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team. Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Job Details

• Worker Type : Regular Primary Location: Gurugram Additional Locations : Bangalore Karle Town SEZ Job Posting Start Date : 2026-09-28 Experience Level Mid Level