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).
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