Job Description

The role holder is responsible for identifying and developing new BPO service opportunities by bridging market demands with scalable operational solutions. This role engages cross-functional teams and external stakeholders, including vendors, sellers, and clients, to uncover systemic pain points and translate them into high-value service offerings and commercial models.

Key job responsibilities
Key Responsibilities
Opportunity Identification & Assessment
• Stakeholder Discovery: Conduct structured engagements with vendors, sellers, and internal operations teams to identify pain points, inefficiencies, and unmet needs within fulfillment workflows.
• Voice of the Customer (VoC) Synthesis: Consolidate feedback from external stakeholders and internal teams to surface recurring themes and prioritize high-impact opportunity areas.
• Service Opportunity Definition: Translate stakeholder insights into structured problem statements and service hypotheses that inform the FaaS product roadmap.
• Market Intelligence: Monitor industry trends, competitive landscapes, and evolving stakeholder needs to proactively identify emerging service opportunities.
• Opportunity Sizing & Prioritization: Collaborate with Product, Finance, and Strategy to evaluate market viability and strategic fit, and develop supporting business cases.
Stakeholder Engagement & Relationship Management
• External Advisory: Serve as a trusted advisor to sellers and vendors, guiding them in articulating operational challenges and solution requirements.
• Cross-Functional Alignment: Collaborate with Product, Operations, Delivery, and Sales to ensure proposed solutions align with organizational capabilities.
• Executive Communication: Present business cases, findings, and solution frameworks to C-suite and senior leadership with clarity and confidence.
• Pre-Sales Engagement: Lead and support prospect discovery calls, pitch presentations, and solution demonstrations to articulate value and advance deal progression.
Solution Design & Go-to-Market Development
• Solution Structuring: Transform qualitative feedback and identified pain points into repeatable service offerings, workflows, and value propositions.
• Framework Development: Define scope of work (SoW), service level agreements (SLAs), staffing models, and technology requirements for new service offerings.
• Commercial Modeling: Partner with pricing teams to develop commercial structures that demonstrate measurable ROI for prospective clients.
• Proposal Development: Develop proposals, RFP/RFI responses, and solution presentations that clearly communicate capabilities, differentiation, and expected outcomes.

Required Qualifications
• 8+ years of experience in BPO solution design, consultative sales, management consulting, or strategic account management.
• Demonstrated domain expertise in e-commerce, logistics, marketplace operations, or vendor management ecosystems.
• Track record of launching new BPO service lines or securing large-scale enterprise engagements through tailored solutions.
• Experience leading end-to-end pre-sales cycles, including RFP/RFI responses, solution presentations, and proposal development.
• Working knowledge of process modeling methodologies (e.g., BPMN, UML) and emerging AI orchestration patterns (e.g., agentic workflows, RAG pipelines).
• Strong consultative skills with the ability to identify root-cause problems through effective questioning and active listening.
• Analytical capability to synthesize qualitative stakeholder feedback with quantitative operational data to inform decision-making.
• Excellent written and verbal communication skills, with the ability to distill complex operational concepts for technical and non-technical audiences.
• Ability to thrive in ambiguous, fast-paced environments and adapt to evolving market conditions.
• Direct experience with seller/vendor ecosystems, marketplace platforms, or fulfillment and logistics services.

Preferred Qualifications
• Experience with ML platforms such as Amazon SageMaker, Vertex AI, or equivalent.
• Familiarity with process mining tools and intelligent automation platforms (e.g., UiPath, Automation Anywhere).
• Understanding of responsible AI frameworks, risk assessment methodologies, and relevant regulatory requirements (e.g., EU AI Act).

Basic Qualifications

- 5+ years of developing, negotiating and executing business agreements experience
- 5+ years of solving problems with technology in the Global Financial Services Industry experience
- 5+ years of Go-To-Market, Business Development, Sales, or Consulting experience
- 5+ years of working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience
- Bachelor's degree
- Experience developing strategies that influence leadership decisions at the organizational level
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- Experience explaining complex technical concepts to various business and technical audiences
- Experience presenting to both technical and non-technical executive audiences

Preferred Qualifications

- Experience interpreting data and making business recommendations
- Experience identifying, negotiating, and executing complex legal agreements

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