Country Head

Introduction:

Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will

help lead this change over the next decade because we believe a future where technology is

embedded intimately into all aspects of our everyday lives can benefit everyone and will shape

the interactions with the brands we love. We will help shape the future of frictionless commerce

by working together with some of the best brands in the world and some of the best people in

the industry to leverage converging technologies that will make it possible to accelerate

frictionless commerce faster than ever.

Pivotree provides products and services focused on the design, implementation,

management, and maintenance of complex ecommerce solutions for large enterprises. We

provide the technical skills necessary to enable the effective use of technologies combined with

the business context to leverage a solution to solve our clients' business challenges. We strive to

fill the gaps in available technology with our own IP to reduce the barriers to adoption.

We enable inclusive, immersive and highly personalized experiences for our clients and

their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions. Our

solutions contain reliable and reputable e-commerce, Data Management, Order Management or

Warehouse Management platforms, which run on enterprise grade infrastructure that are

customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we

will add new categories, capabilities, and products that will define frictionless commerce

ecosystems.

This is a journey of technology acceleration combined with consumer readiness and adoption.

We are looking for people capable of adapting relentlessly to the rapidly evolving world around us

Position Overview:

Pivotree currently operates globally with employes located in North America, South

America, Europe, and Asia - specifically India. Our employee base in India now represents ~50%

of Pivotree’s total employee count and operates out of offices in Bangalore, Mumbai, and Mysore.

Operations out of India include a broad spectrum of functions including client delivery operations:

Professional Services (PS), Managed Services (MS)), Product Engineering, and Corporate

Services (including, HR, Finance, Legal, Security, and Corporate IT).

Role: Country Manager, India Reporting to: President

This role will be a part of senior leadership and will have multiple responsibilities in the

organization including the following:

● Delivery Oversight: Oversee our PS and MS delivery services in India and responsible

for ensuring excellent delivery quality of our services to customers.

● Culture Builder: Ensure a singular culture across all India office locations ensuring a

sense of belonging to the brand, high level of morale, and high employee engagement.

● Global Champion: Work with other global leaders to develop and deliver a global strategy

outlining how different geographies are leveraged most effectively in support of Pivotree’s

business strategy.

● India Catalyst: Collaborate with other global leaders to expand India’s capability to deliver

value (top line, bottom line, customer’s business outcomes, capabilities, etc.) in support

of Pivotree’s strategy.

● Coach/Mentor: Develops and mentors the next generation of leaders in Pivotree across

India and the rest of the organization including serving as the Head of India’s Leadership

Team (ILT).

● Firefighter: Resolves issues ranging from customer delivery problems to performance

issues to inefficient processes.

The ideal candidate should have a highly collaborative mindset being capable of being a

strong leader as well as a good follower. The person should be comfortable being measured not

by the number of activities he/she performs, but by the measurable business value that he/she

delivers. As a leader, the person must have a proven track record of delivering measurable

business results in a matrix driven model within the organization.

The Country Manager will play a crucial role in ensuring efficient and responsible operations

across India. This position involves managing both Professional services and Managed services,

with a focus on integrating solutions seamlessly into client operations.

Responsibilities:

● Develop and execute strategies to enhance efficiency, flexibility, and quality in India

Delivery and Corporate operations.

● Collaborate with cross-functional teams to align operations with business goals.

● Oversee effective implementation of solutions and projects to deliver business outcomes

to Pivotree’s customers.

● Build a high-performing leadership team in India that integrates with the global team.

● Build a strong Pivotree India brand, internally and externally - to attract, engage, develop

and retain talented professionals. Make Pivotree an Employer of Choice.

● Promote and enable collaboration across all functions in India to ensure that the best

resources are leveraged most effectively in support of the business.

● Identify and execute enterprise programs designed to drive optimization across people

and processes at all levels of the resource pyramid including fresher programs and

cross-training, and resource sharing.

● Implement standard enterprise policies, processes and functions across India in

alignment with the One Pivotree operating model.

● Establish a single culture across India promoting a sense of community regardless of

location or unit affiliation.

● Identify and mitigate risks in Pivotree’s India operations in collaboration with local and

global leaders.

● Support other global leaders’ ability and plans to scale and/or expand operations in India

by acquiring talent and seamlessly and quickly harmonizing these teams into Pivotree’s

enterprise and India office culture.

● Integrate teams into Pivotree India as part of future acquisitions.

● Ensure adherence to company standards established by groups such as CTO Council,

Office of CISO, HR, etc.

● Work with leaders to drive AI/ML and other technology into all aspects of India

operations from delivery methodologies to internal processes by developing a rapid POC

model (fast fail) and path to institutionalizing successful POCs

● Provide mentoring and coaching to India leadership in support of career aspirations and

provide feedback and input into performance management cycles.

● Establish and manage budgets, cost control, and resource allocation for India

operations.

● Oversee the proper development of cost models (including defining scope, resourcing,

timelines, and costs) for work being performed out of India and/or blended geographies

Key Success Criteria:

● Resource utilization greater than 70%

● YoY improvement in India revenue / employee (will baseline in year one)

● Margin leakage of less than 5% (leakage due to free work, penalties, credits,

over-budget to the point-of-sale model, etc.)

● Employee engagement as measured by Voice of Pivoter surveys

A successful candidate will be expected to develop other metrics to be used as leading

indicators to the above metrics (for example, attrition, time to hire, pyramid usage, etc.)

Ideal Candidate should have:

● 20+ years in relevant Industry with 10+ years in progressively senior positions leading

professional services and technology teams for a service integrator and/or retail

company.

● 5+ years leading Professional Services operations

● 5+ years leading Managed Services operations with particular focus in both infrastructure

and application support

● Demonstrated ability to manage multiple, diverse teams located across multiple locations

● MBA Degree from reputed Institution preferred.

● 7+ years providing build/run services to and/or within a retail company

● Demonstrate ability to develop and deliver proposals to customers and execute to the

terms of the proposal.

● Demonstrated ability to engage with customer C-Suite positions to build relationships,

address issues, expand working relationships, etc.

● Experience working with local partners in India to sell and deliver to Indian companies is

preferred.

● Demonstrated experience in operation management, successfully managing resource

allocations and continuously optimizing processes.

● Preferred experience in leveraging AI/ML in internal operations

Pivotree is an equal opportunity employer. We celebrate diversity and are committed to

creating an inclusive and accessible workplace