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Head ( GM) – Program Management (PMO), MR Business -Gurgaon

Sunshine Workforce Solutions
Gurugram, Haryana

Quick apply

Job details

Full-time
5 days ago

Qualifications

ADAS
PMP
Master's degree
Bachelor's degree
B.E.
MBA
Leadership

Full job description

About Company

Novus Hi-Tech, formerly known as Novus Hi-Tech Robotic Systemz Pvt Ltd (NHRSL), is a pioneering company specializing in robotics and advanced driver assistance systems (ADAS). Headquartered in Gurgaon, India, the company has a global presence across Asia, North America, and Europe.

With a portfolio of over 100 patents, Novus Hi-Tech has deployed more than 1,000 autonomous mobile robots and over 50,000 ADAS systems, significantly enhancing safety and efficiency across various industries. The company's solutions cater to diverse sectors, including automotive, e-commerce, pharmaceuticals, and FMCG. Their offerings encompass autonomous mobile robots, battery-operated pallet trucks, video telematics for fleet operators, and ADAS for OEMs, all aimed at improving productivity and safety.

Novus Hi-Tech has received several accolades, such as the 'Most Innovative Company' award by the Confederation of Indian Industry (CII) in 2017, recognizing its commitment to technological advancement and innovation.

Head (GM) – Program Management (PMO), MR Business

Reports to: Head Operations

Span of control: Portfolio P&L & delivery profitability · Presales & commercial governance · Customer success & satisfaction (CSAT/NPS, retention) · Order-to-cash delivery, install & commissioning · Go-Live/Hypercare & RaaS-SaaS activation · Escalation & CXO relationship ownership

Key interfaces: Customer CXOs & program teams, Sales/Presales, Manufacturing, SCM, I&C, Customer Service, Finance, global delivery teams across regions

ROLE PURPOSE

The Head – Program Management (PMO) builds and leads the PMO for the MR Business , the governance and delivery engine that turns every booked order into an on-time, first-time-right, profitable customer deployment, and carries full P&L accountability for the delivery portfolio. The PMO's mandate is deliberately outcome-led, not activity-led: the measure of a well-run program is a successful, satisfied, referenceable customer and a healthy margin , not just a milestone chart that stayed green. This role spans presales solutioning through Go-Live and Hypercare, is the customer's (and often the customer's CXO's) single point of trust and escalation throughout, and leads the Program Management function today anchored by the PM , Customer Deployment role.

KEY RESPONSIBILITIES

Presales, Portfolio & Financial Governance

Support presales with solution estimation, delivery feasibility, and commercial inputs so what Sales commits is what the PMO can actually deliver profitably.
Own portfolio-level P&L , delivery cost, margin, resource utilization, and ROI , across all active and upcoming customer programs, not just individual schedules.
Govern portfolio risk and financial performance (cost, cash flow, variance) with the same rigor as schedule, escalating funding or scope risk early rather than absorbing it silently.

PMO Governance & Project Delivery

Own the master program plan and PMO governance cadence across all active customer orders , from order booking through Go-Live and Hypercare , with milestone, budget, and risk (RAID) tracking that is followed, not just documented.
Ensure 100% on-time, first-time-right delivery , from BOM release and manufacturing dispatch readiness through site installation, commissioning, Go-Live, and post-Go-Live Hypercare support , in coordination with Manufacturing, SCM, and I&C.
Own activation and operational readiness for RaaS/SaaS-based deployments where applicable, ensuring the commercial model and the delivery plan stay in sync.
Build and maintain the program MIS dashboard giving leadership and the customer real- time visibility into schedule, cost, and delivery progress.
Drive resolution of cross-functional bottlenecks (part shortages, fixture readiness, site access, customer-side dependencies) before they slip the plan or the customer's experience.

Customer Success Ownership

Own the end-to-end customer experience post-order , be the named relationship owner, including at CXO level, the customer trusts through installation, Go-Live, and into steady-state use.
Drive customer NPS/CSAT and satisfaction outcomes for every deployment; treat delivery milestones as the means, not the end , the real measure of PMO success is a customer who reorders and references us.
Run a structured voice-of-customer cadence during and after deployment, feeding issues back into Manufacturing, Product, and I&C before they recur.
Own the handoff from deployment into ongoing Customer Service/Support, making sure the customer never feels a gap in ownership.

Escalation Ownership & Recovery

Be the named escalation owner for any at-risk account , leading root-cause resolution and communicating proactively and transparently with the customer (up to CXO level), not just internal leadership.
Own the change/scope control process: any deviation from the original PO scope, schedule, or cost is logged, approved, and communicated to the customer in a way that preserves trust.
Track customer complaints and satisfaction dips to closure and zero recurrence , treating every escalation as a signal to fix the system, not just the instance.

Team Leadership & Process Maturity

Lead, hire, and develop the Program Management / Customer Success team , potentially spanning multiple regions/accounts , as order volume scales; set clear role mission and KPI scorecards for each PM, anchored on customer and P&L outcomes (cascading from this role).
Institutionalize a repeatable delivery-and-success playbook , templates, governance models, and review rhythms , so the customer experience and margin do not depend on any one individual.
Partner with Manufacturing and Ops leadership to keep the delivery plan and the shop-floor production plan in lockstep, with the customer's experience and portfolio profitability as shared priorities.

QUALIFICATIONS & EXPERIENCE

B.E./B.Tech (Mechanical, Electrical, Industrial, or related); MBA preferred. Understanding the Design Process and PMP certification strongly preferred.
15+ years in program/portfolio delivery and customer success for capital equipment, automation, or industrial products , robotics/AMR-AGV, warehouse automation, or automotive strongly preferred.
Demonstrated ownership of a multi-million-dollar delivery portfolio with full P&L accountability, ideally including presales/commercial governance and cross-regional or gl obal delivery.

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