[Urgent] Senior Director

Company Overview GEP is a diverse creative team of people passionate about procurement We invest ourselves entirely in our client s success creating strong collaborative relationships that deliver extraordinary value year after year Our clients include market global leaders with far-flung international operations Fortune 500 and Global 2000 enterprises leading government and public institutions We deliver practical effective services and software that enable procurement leaders to maximise their impact on business operations strategy and financial performance That s just some of the things that we do in our quest to build a beautiful company enjoy the journey and make a difference GEP is a place where individuality is prized and talent respected We re focused on what is real and effective GEP is where good ideas and great people are recognized results matter and ability and hard work drive achievements We re a learning organization actively looking for people to help shape grow and continually improve us Are you one of us GEP is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race ethnicity color national origin religion sex disability status or any other characteristics protected by law We are committed to hiring and valuing a global diverse work team For more information please visit us on GEP com or check us out on LinkedIn com What you will do Role overview The Customer Operations leader will own end-to-end post-sales operations for an enterprise procurement SaaS portfolio including onboarding UAT readiness production stability customer analytics and value realization at scale The role is accountable for operational KPIs across UAT and Production leading a 200-300 member organization from Mumbai and partnering closely with Product Engineering Customer Success and Sales to drive expansion retention and platform adoption Prior software engineering experience and strong analytical orientation are essential procurement domain experience is a strong plus Key responsibilities Strategy and leadership Define and execute the multi-year Customer Operations strategy covering onboarding UAT go-live hypercare steady-state operations and continuous value realization for enterprise procurement customers Build and lead a 200-300 member team frontline managers operations UAT leads release readiness TAMs L2 L3 analytics and tooling from Mumbai establish clear org design operating cadence and succession plans Partner with Product and Engineering on roadmap release readiness incident prevention and customer feedback loops champion operational requirements and automation at roadmap level Operational excellence and KPIs Own UAT and Production scorecards UAT pass rate defect density and severity mix first-time-right deployments change failure rate MTTR MTTD incident and problem SLAs release predictability and deployment frequency Drive standardization via playbooks runbooks and control plans across customers and regions institutionalize QA gates canary blue-green cutovers rollback strategies and post-incident RCAs with action tracking Implement a robust capacity and workforce model forecasting staffing utilization skills matrix location strategy to ensure on-time customer outcomes at optimal cost-to-serve Customer outcomes and value realization Ensure onboarding throughput time-to-value adoption of core procurement modules eSourcing CLM P2P Supplier Mgmt Analytics and measurable business impact cycle times compliance savings touchless rates Establish executive business reviews health scoring and early-warning signals lead complex escalations and executive communications through to durable resolution Align Customer Operations motions with expansion renewal plays partner with Customer Success and Sales to influence NRR reduce churn and grow ARR Data analytics and tooling Build a super analytical operating model instrument end-to-end telemetry across environments define canonical KPIs OKRs and dashboards lead predictive leading-indicator analytics for risk adoption and stability Own the Customer Operations tool stack ITSM ITIL observability APM test management release orchestration knowledge base RPA AI assistants drive automation to reduce toil and improve MTTR and quality Institute data governance and hygiene across incident problem change records UAT defects and config integration catalogs to enable high-fidelity reporting and forecasting Governance compliance and quality Enforce change release and incident governance aligned to SOC 2 ISO 27001 and customer requirements ensure audit readiness and disciplined documentation Run operational QBRs MBRs release go no-go boards and cross-functional readiness reviews track corrective preventive actions to closure Manage partner and vendor delivery quality where work is co-sourced define SLAs SLOs and performance levers Financial and portfolio management Own cost and productivity levers for Customer Operations manage operating budgets vendor spend and efficiency programs tied to automation and right-shoring Report on ARR under operations stewardship install base health and customer cohort performance articulate outcomes in business terms to the executive team What you should bring Qualifications Education Top-tier MBA preferred IIM IIT with strong academic performance bachelor s in engineering or computer science required Experience 10 years in software SaaS with progressive leadership in Customer Operations Services Support or Site Reliability Production Operations prior hands-on engineering or technical leadership experience is required Domain Procurement technology experience strongly preferred eSourcing CLM P2P Supplier Commodity Risk Procure Analytics or adjacent enterprise back-office platforms ERP Finance Supply Chain Scale Proven ability to build and lead 200-300 person multi-disciplinary teams in a hub location including managers and senior managers experience operating in global cross-time-zone environments Analytics Advanced analytical mindset with mastery of operational metrics cohort health modeling root cause and statistical problem solving and executive-ready insights comfort with SQL BI is a plus Process and quality Deep familiarity with ITIL ITSM incident problem change management release engineering UAT governance and agile DevOps practices track record improving MTTR change failure rate and deployment quality Stakeholder management Executive presence and communication skills for CXO-level interactions with enterprise customers adept at managing complex escalations and influencing roadmaps Tooling Experience with enterprise observability e g Datadog New Relic ITSM e g ServiceNow Jira Service Management test management e g Zephyr Xray release orchestration feature flags and knowledge platforms Preferred metrics to demonstrate scope include in application if possible ARR portfolio handled e g cumulative ARR under Customer Operations stewardship such as 50M- 200M Customer scale number of enterprise customers accounts and their regional distribution e g 100-300 enterprise logos or marquee global accounts Operational improvements quantifiable gains such as MTTR reduction UAT pass-rate improvement change failure rate reduction deployment frequency increase or deflection automation rates Team scale and mix prior leadership of 200-300 team with onshore offshore mix automation AI leverage and manager-of-managers span